You are here:
Create and Edit Case Comments
Case comments let you and your support reps add, edit, and delete public and private case notes when you're viewing or editing the case. All comments appear in the Case Comments related list.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To view case comments: | Read on cases |
| To add case comments and make case comments public: | Edit or Create on cases |
| To edit or delete case comments added by other users: | Modify All Records on cases |
| To edit, delete, or make public your existing case comments: | Edit Case Comments |
| To send email notifications for case comments: | Access Activities |
Comments can remain private or be made publicly available to a case’s contact on the Customer
Portal, Self-Service portal, or Chatter Answers. You can also set up your portal or Experience
Cloud site to let customers comment on their cases. When a portal user adds a comment, the
case owner receives an email. A comment icon (
) remains on the case heading until the case owner views it.
Customer comments on portals and Experience Cloud sites are always public, so the Public checkbox for case comments is redundant and confusing for customers. To remove this checkbox for customers, you can turn on a setting at the org level.
- Go to Setup and use the Quick Find box to search for Support Settings.
- Select Support Settings and click Edit.
- Check the box next to Hide the case comment Make Public checkbox for Community users.
- Click Save.
On a Case Detail Page
You can create and edit case comments on Case Detail pages, found by opening a case from the Cases tab or a related list.
- On a Case Detail page, click New or Edit on the Case Comments related list.
- Optionally, select Public to enable comment notifications to the contact on the case, and to let the contact view the comment on the Customer Portal or Self-Service.
- Type comments in Comment.
- Click Save.
If you publish cases and case comments to external contacts via Salesforce to Salesforce, all public case comments are automatically shared with a connection when you share a case. To stop sharing a comment, select Make Private.
From the Case Comments related list:
- Click Del to delete an existing comment.
- Click Make Public or Make Private to change the public status of a comment on the Customer Portal or Self-Service portal. Case comments marked Public display as private messages from customer support in Chatter Answers. They don’t display to the entire site. For example, if a support rep adds a public case comment, it displays only to the case’s contact private messages in Chatter Answers. Support reps can read all private and public case comments.
On a Case Edit Page
You can create and edit case comments on the Case Edit page.
- Click New on the Cases tab to create a case, or select an existing case and click Edit.
- Type your comments in Internal Comments.
- Optionally, select Send Customer Notification to email the contact on the case of your new public comment.
- Click Save. An email is sent to the case owner whenever a case comment is created.
Send Customer Notification is visible on case edit pages when:
- An administrator has enabled case comment notification to contacts on Support Settings or Self-Service Portal settings pages.
- The comment is marked Public.
- There’s a contact on the case.
- The contact on the case has a valid email address.
