Comments on the case timeline are a versatile tool for tagging specific moments or communicating about a case. Understanding who can see your comments ensures proper use of private and public comment settings.
Understanding Comment Visibility
Private Comments:
Visibility: Private comments are only visible to you. These comments are ideal for personal notes or reminders that do not need to be shared with others.
Icon Indicator: Each private comment is marked with a lock icon next to it, indicating that the content is secured and private.
Public Comments:
Visibility: Public comments can be seen by everyone who has access to the case. Use this option for communication that benefits from team input or needs to be visible to all involved parties.
Icon Indicator: Public comments have a globe icon next to them, signifying that they are visible to all users who have access to the case.
How to Select Comment Visibility:
Adding a Comment:
When adding a comment to the case timeline, you will see an option to make the comment private or public.
Toggle Selection: There is a toggle switch labeled “Private” or “Public.” By clicking on this toggle, you can select whether your comment will be private or public. The default setting typically reflects the most commonly chosen option for your team or project.
Best Practices for Commenting:
Confidentiality: Always consider the sensitivity of the information you are sharing. Opt for private comments if the information is sensitive or only relevant to you.
Collaboration: Utilize public comments to foster collaboration, asking questions, or clarifying case details that benefit from group insights.
By understanding the differences between private and public comments and how to control the visibility of your comments, you can effectively use this feature to enhance your workflow and communication within the platform. Make sure to use the appropriate comment settings to align with the information security protocols and collaboration needs of your team.