Case Comments Publisher

Use the Case Comments Publisher component to let customers and agents collaborate using comments on cases. Your customers can open cases, post comments, upload attachments, and check the status of their cases from any of their devices.

The component provides a chronological, filterable list of comments your customers and agents have had within the context of a case. It includes case activities, internal and external comments, attachments, and status changes. When authenticated users add a comment to a case, they can add a file to the case as an attachment. So when a customer creates a case using a mobile phone, they can take a picture with their phone's camera and attach it to the case.

Note Users must have edit access on cases in order to attach files with the Case Comments Publisher component.

By default, users can attach any supported file type that is 5 MB or less. You can restrict the types of files that users can upload by changing the default values for content types on the Library tab.

1. Select the Case Comments Publisher component in the page you're configuring.
2. To configure properties for the component, select the Properties pane:

   Property	Details
   Case ID	Leave the default query string for the unless you plan to customize the component and add your own query string. The system uses the query string in this field to return the Case ID.
   Publisher Placeholder Text	Enter the text that appears in the search bar. The default value is Write a new comment....
   Mobile Header Text	Enter the text that appears as the header for mobile users. Mobile and tablet see the text as the header for the comment text area.
   Can Attach Files	Lets users attach a file to the comment.
   Post Button Label	Enter the text for the button that submits the case or comment.

Example Sample Case Comments Publisher component: