Adding notes to a case

Last updated: November 4, 2026

 

You can add notes to cases to record important or useful information. Notes are time-stamped with the name of the user who made the note and cannot be deleted. Notes can be added to open and closed cases.

There are three ways to add notes:

  1. From the case view page: These notes can be up to 1,000 characters long.

  1. From the case list page: In this way, the same note can be added to multiple cases at the same time. Notes added in this way can be up to 500 characters long.

  1. When assigning a user (through the case list) or making a case decision: These are called contextual notes and can be up to 500 characters long. These notes are linked to the user assignment or case decision, providing additional contextual information for the note.

Adding a note from the case view page

  1. Click the notes icon at the top right of the case view page.

Customer onboarding case view with the notes icon highlighted at the top right

  1. The case notes panel opens on the right.

Case notes panel open on the right of the case view, with an empty note box and the Add note button

  1. Enter your note text.

  2. Click Add note at the bottom to save your note.

The Case notes panel with note text typed in and the Add note button below

  1. Close the case notes panel by clicking x.

The case notes panel with the x that closes it

Adding a note to multiple cases at the same time

  1. Go to the case list page by clicking Cases in the top left.

  1. Use the filters to view the cases you'd like to add a note to.

  1. Select the checkboxes beside the cases you'd like to add a note to.

The case list with checkboxes selected beside several cases

  1. When one or more cases are selected the Actions button appears in the top left. Click it.

  1. Select Add note from the menu.

The Actions menu open on the case list with Add note listed

  1. Type in the note and click Add. The same note is added to all your selected cases.

The note box for adding the same note to all selected Cases

Adding a note while performing a case action

  1. Go to the case list page by clicking Cases in the top left.

  1. Select the checkboxes beside one or more cases.

The case list with the checkboxes beside one or more cases selected

  1. When one or more cases are selected the Actions button appears in the top left.

  2. Open the Actions menu and select Assign to, Unassign or Case decision.

The Actions menu, with Assign to, Unassign and Case decision

  1. There is a form box where you can enter a note. Notes are mandatory for case decisions but optional for other actions.

Assign 3 cases dialog with the optional Note box highlighted below the Assignee field

Adding a note when you change the stage of a case

  1. When you change a stage on a case, you have an option to add a note. This applies when you change a stage from the case list or the case view page.

The option to add a note when changing a case stage

  1. The note will reflect the action taken.

A Case note recording that the Case stage was changed

Adding a note when you make a case decision

  1. When you make a case decision, you are required to add a note. This applies when you make the decision from the case list or the case view page.

Making a Case decision, with the required note box

 

  1. The note will reflect that it was left at the time of a case decision.

A case note showing it was left at the time of a case decision