Notes are the quickest way you can collaborate with another person in the system about a case.
They appear in the Notes widget on the detail page for each of your cases.
Each case has its own set of notes. Anyone with access to a case can add notes to it. Notes made internal in the classic look remain internal in the new look. Notes made public in the classic look or created in the new look are public in the new look and the classic look.
To create an internal note, return to the classic look. To create a public note, see the section below.
There are three different ways you can begin creating a note. All of them appear on the detail page for a case. The options include:
- ADD NOTE button in the toolbar of the workspace
- + button at the top of the Notes widget
- + NEW NOTE button at the bottom of the Notes widget
To create a note:
- Search for and open your case for viewing.
- Click one of the buttons mentioned above.
- In the To: field, begin typing a user’s name, and select it from the dropdown that appears.
The user you select is considered the recipient of the note and will receive a notification about it.
- In the text field below that, enter your note.
- When you’re done, click POST.
To discard the note, click CANCEL.
Once you click POST, the note appears in the Notes widget and the recipients receive a notification about it on the card view and list view of the case.
See also: Search Options
You can reply to a note by clicking Reply at the bottom of the note and following the same process mentioned above. When you reply to a note, all recipients of the initial note are made recipients of the reply by default.
Notes appear on the Notes widget for a case. To access them, click on the notes link for a case when viewing a list view or card view or open a case detail page and jump to the Notes widget.
The oldest notes appear on the widget first based on when the notes were added.
You can change how they display using the options in the menu bar of the widget.
The OPTIONS down-down lets you expand or collapse all the notes. The SORT dropdown lets you switch between sorting by oldest or newest.
Once you read a note, you can mark it as read by clicking Mark as Read in the bottom-right corner of the note. This removes the blue background and the notification for it on the favorites pages.
If a user adds a note to a case, a notification for it will appear on the list view and card view for the case.
You can click the notification to open the Notes widget and view your unread notes. The unread notes appear with a blue background. You can mark the note as read to confirm you’ve seen the note and remove the notification.