Reply to comments on a case update
Read and answer comments on feed posts, add files, and edit or delete comments.
In this article6 sections
Comments keep a conversation next to the update it's about. Everyone who can see an update can read its comments and add their own.
Open the comments
On the case's Feed, choose Comment under the update. Its comments open below it, oldest first, with a box to write in.
Write your reply
Type your reply in the box. To address someone, type @ and pick their name. To add files, choose the picture button beside the box. To have a reply drafted for you, see Draft an update or reply with AI.
Post it
Choose Post.
Edit or delete a comment
To change your own comment, choose its pencil icon, edit it in the box and choose Update. To delete a comment, choose × beside it and confirm with Yes. With the staff role you can delete anyone's comment.
What happens next
The people the update is for are notified in the portal, and by email, or by text if they have only a phone number. You aren't, and if you mention anyone, only they are. The email shows the update, the comment before yours and your reply, and replying to it adds a comment, files included. Editing or deleting a comment tells nobody.
A comment written in another language shows in yours, with Show original to see it as written, and your reply is translated for each reader. See Understand how updates and comments are translated.
If something goes wrong
- There's no box to comment in. The case is closed, so nobody can comment, edit or delete.
Your firm may have changed what each role can do on a case. If an option described here is missing, ask an Admin of your hub.