Adding a Comment to an Activity
This guide explains how to add comments to an Activity (Task/Call/Meeting) in the Agent Portal, optionally update the activity Status while commenting, and review the Comments history.
How to Add a Comment to an Activity
To add a comment to an activity, follow the given steps:
- Open the Activities module and select the target activity.
- Go to the Comments tab.
- Type your comment in the Add comment box.
- (Optional) Update Status (e.g., Open, Waiting for Customer, On Hold) before posting.
- Click Update to save.
If the activity is in Waiting for the Customer or On Hold, clicking Update does not auto‑change the status. The activity remains in its current status unless you explicitly select a different status before saving.
View Comment History
All saved comments appear chronologically in the Comments tab beneath the editor.
When you comment on an activity or reply to an activity comment, you will not receive email notifications regarding the changes you have made.
FAQs
Q1: Where do I see the full discussion for an activity?
Open the activity and select the Comments tab. All comments are listed in chronological order below the editor.
Q2: Can I add a comment from a ticket?
Yes. Open Tickets → (select ticket) → Activities tab → (open activity), then add your comment in the activity’s Comments tab.
Q3: Can I restrict who can add comments to activities?
Yes. Use Admin → Roles & Permissions to control activity access (create, view, and update) for agent roles.
Q4: Is there a way to track when a comment changed the activity status?
Yes. The activity’s History tab shows property changes—such as Status—alongside comment updates.
