Comments & History
Every case keeps a History: a chronological timeline that combines system changes and comments — the newest entry appears at the top. This gives you one place to see what happened to the case and what the team discussed about it.
You will find the history as its own card in a case’s detail view.
Writing a comment
Section titled “Writing a comment”The Add Comment input sits above the timeline:
- Open the case
- Write your text in the Add Comment field
- Click Create
Comments support Markdown, so you can use lists, emphasis, and links.
Attaching files
Section titled “Attaching files”You can attach files to a comment — for example photos of the situation on site or a screenshot of an error message. The files are uploaded together with the comment and linked to both the comment and the case. They therefore also appear in the case’s file overview.
Editing and deleting
Section titled “Editing and deleting”- Editing — Only the author of a comment can change it afterwards. Edited comments are marked with Edited on and the time of the change.
- Deleting — Also only possible by the author. The text is removed, but the entry remains in the timeline as Comment was deleted.
Who can comment
Section titled “Who can comment”Users with the deployment role Admin, Technician, or End Customer can write comments, as can workspace admins. The Viewer role can read the history but not comment.
Commenting is also only possible while the case is in one of the Reported, Assessed, or Started statuses. Once a case has been resolved or archived, it becomes read-only and the input is hidden.
For more on roles, see Roles & Permissions.
What else the history records
Section titled “What else the history records”Besides comments, the timeline automatically records what changed on the case — for example status changes, assignments, modified fields, and links that were added or removed. Each entry shows who made the change and when.