Whether it be an Incident, Request, Knowledge Article, Story etc., the process for leaving comments and work notes is the same. However, there is a crucial distinction:
Comments are visible to customers.
Work notes are not visible to customers.
To leave a work note visible only to members of your Group, type in the indicated text box towards the bottom of your page and ensure that you can see the yellow bar.
After you’ve typed whatever concerns you may have, click the ‘Post’ button on the right.
After clicking ‘Post,’ your notes will be visible in the ‘Activities’ section.
To leave comments which will be visible to the customer, follow the same process with the ‘Additional comments’ box checked.
After clicking ‘Post,’ you’ll be able to clearly tell the difference between notes invisible to the customer and comments they can see. Those indicated with a yellow bar are only visible by members of your Group. Those indicated with a dark gray bar are visible by all, including the customer.
