Case Comments

Case comments are used to provide updates and context to a case without having to edit the case content. Comments can be internal, informing others within your organization of the progress of a case, or made external to provide updates to the customer.

View Comments

To view the comments on a case, navigate to the case and click on the cases Comments tab. All comments associated to the case will be displayed in chronological order. Comments will include the user who created the comment, the date and time the comment was created, whether the comment was internal or external, and the comment itself.

New Comment

Click the New Comment button to create a new comment. The comment editor will open and allows for rich text formatting. Enter your comment, select the desired comment options, then click the Submit button. The comment will be saved to the case and displayed within the Comments tab.

Comment Response Library

If your organization has configured the Response Library, you may access the library and select a pre-defined response when creating a comment. To add a response to a comment, click the Response Library icon within the header of the text editor. You can search for a response or navigate through the library. Clicking on a response will display a preview in the right hand panel of the response library. Once you have located the response you would like to use, click the Insert button to add the response to the comment. Make any additional changes to your comment as needed, select the desired comment options, then click the Submit button to add the comment to the case.

Public Comments

By default, comments added to a case are only visible to your organizations internal MotionCX users. If you would like your comment to be viewable by external contacts via a configured support portal or email, place a check next to Make Comment Public when creating the comment.

When making comments public you can expand the Show Recipients panel to see who the comment will be sent to. By default, recipients will include all external contacts listed as case Participants. If you would like to remove a recipient click the Delete icon next to the users name. If you would like to include additional external contacts, click the Add button and select the desired contact(s).

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Adding Recipients

When you add recipients, all recipients will receive an email update with the comments, regardless of whether the comment is public or internal.

When clicking Submit to save a public comment you will need to confirm if the comment should be internal or public. Double check you recipients to ensure the correct contacts will receive the comment. On confirmation, the comment will be saved to the case and be available to the selected recipients.

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Public Comments

Depending on your MotionCX setup, public comments may be sent via email or viewable through a support portal. Please refer to your organizations SOP for guidance on when to make comments public.

Comment And Status Update

To change the case status on comment save, select a status from the dropdown list, enter the comment as desired, and click the Submit button. On submit, the comment will be saved and the case status will be updated.