What are Case Notes?
Case Notes help your team capture important details, reminders, and context directly within a case. Notes are shared across your team and stay tied to the case, so everyone stays aligned without relying on side conversations or external tools.
Notes are organized with optional categories, making them easier to scan and reference as cases progress.
Where You’ll Find Notes
You can access notes in several places:
Notes tab within a case
At the bottom of the case details page
Cases table, via the Notes icon for quick visibility
All of these entry points show the same notes.
Adding a Note
Open a case and go to the Notes tab.
Select Add note.
Enter your note text (required).
Optionally select a category.
Save the note.
Notes without a category will still appear under All Notes.
Editing or Deleting Notes
You can edit or delete only the notes you created.
Notes created by other team members are read-only.
When editing a note, you can:
Update the note text
Change or remove the category
Deleting a note permanently removes it from the case after confirmation.
What You’ll See on Each Note
Each note includes:
Author name
Date and time created
Note content
Automatic truncation for longer notes (expandable by opening the note)
How Notes Are Ordered
Notes are shown newest first
This applies everywhere notes appear