Activity comments help agents share updates and collaborate on tasks, calls, and meetings. If a comment contains incomplete or incorrect information, an agent with the required permission can edit the comment and replace its existing content.

After a comment is updated, BoldDesk displays an Edited indicator next to the comment. Agents can use this indicator to view who edited the comment and when the change was made.

Prerequisites

Before editing an activity comment, ensure that:

• You have access to the Activities module.
• You can access the activity containing the comment.
• Your role has the required Edit activity comments permission.
• The permission scope allows you to edit the selected comment.

Edit an Activity Comment

To edit an activity comment:

1. Go to the Activities module.

2. Open the activity containing the comment you want to edit.

3. Locate the required comment.

4. Click the More options icon next to the comment.

5. Select Edit Comment.

   

6. Enter the new content for the comment and click Update to save the changes.

View the Comment Edit Details

To view information about an edited comment, hover over the Edited indicator displayed next to the comment.

BoldDesk displays the following details:

• Edited on: The date and time when the comment was last edited.

• Edited by: The name of the agent who edited the comment.

  

Configure the Edit Activity Comments Permission

An agent’s role must have the Edit activity comments permission enabled to edit activity comments.

The permission provides the following access scopes:

To configure the permission:

1. Go to Admin > Roles and Permissions.

2. Open the required agent role.

3. Locate the Edit activity comments permission.

4. Enable the permission.

5. Select the required access scope:

   • Own comments
   • Own or any agent’s comments

6. Save the role changes.

   

Troubleshooting

The Edit Comment Option Is Not Displayed

Confirm that:

• Your role has the Edit activity comments permission enabled.
• The selected permission scope allows you to edit the comment.
• You have access to the activity.
• The comment was added by you if the permission is limited to Own comments.

An Agent Can Edit Their Own Comments but Not Other Agents’ Comments

The agent’s role may have the Own comments scope selected. To allow the agent to edit comments added by other agents, select Own or any agent’s comments.

The Updated Comment Is Not Saved

Confirm that:

• The updated comment contains valid content.
• You clicked Update after editing the comment.
• Your role still has the required permission.
• The activity is available and accessible.

The Edited Indicator Is Not Displayed

Refresh the activity and confirm that the comment update was saved successfully. The Edited indicator appears after an existing comment has been modified.

Frequently Asked Questions

1. Can agents edit activity comments in BoldDesk?
   Yes. Agents can edit activity comments when their role has the Edit activity comments permission enabled.

2. Can agents edit comments added by other agents?
   Yes, if their role has the Own or any agent’s comments permission scope. The Own comments scope allows agents to edit only the comments they added.

3. What happens to the original comment after it is edited?
   The updated content replaces the previous comment content, and an Edited indicator appears next to the comment.

4. Can agents see who edited a comment?
   Yes. Hover over the Edited indicator to view the agent who edited the comment and the date and time of the edit.

5. Why is the Edit Comment option unavailable?
   The agent may not have the Edit activity comments permission, or the selected permission scope may not allow the agent to edit that comment.

Related Article

Managing Roles and Permissions in BoldDesk