A case is a message thread between an agent and a customer that tracks a customer’s issue. The Case tab in the Customer information window captures the messages from the customer only. An agent can use this tab to view those customer messages and place comments on these messages. This can be useful in situations when an agent needs to document important information about the customer interaction and communicate internally without the customer’s knowledge.
Please note that after submitting a comment, you can’t modify or delete it. However, if an agent cancels a case, the comment will be deleted. In addition, no notification can be set for comments on cases.
Follow these steps to place a comment on a case: