Preset comments for Cases

About preset comments

The Case Comments module lets you add comments to a Case. If you want to standardize or speed up how your team writes comments, you can create a preset comment.

Using a preset comment

A preset comment is like a comment template. When someone writes a comment on a Case, they can pick from a list of preset comments, and the comment box will be prefilled with text.

You must first configure preset comments on the associated Case Template.

preset-comments.png preset-comments-2.png

Configure preset comments

Find preset comment settings

Each Case Template has its own preset comments. To find the preset comments settings:

  1. In the Dashboard, navigate to Cases > Templates.
  2. Select the Case Template you want to edit.
  3. In the canvas of the Case Template Editor, find and select the existing Case Comments module.
    • Note: If this Case Template doesn't have a Case Comments module, drag and drop the module from the Component Library to the canvas

Add a preset comment

In the Preset comment settings:

  1. Click + Add.
  2. Find the new comment and select "..." > Edit.
  3. Fill in the template name and comment text.
  4. Click Update.
  5. Click Save.