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The conversation

The conversation​

At the top are the subject, the status, the priority (when it isn't Normal), the due chip, the unit and when the case was opened. A case logged as an internal request is marked Internal.

The first card is the request: what the requester submitted. For a form or portal request it lists the fields and their answers ("submitted the … form"); for a case logged by an agent, the description ("logged by Sam from a phone call"). Files attached to the request are at the bottom of the card. A request that another system sent through a form from its own server can carry Data from the integration; open it to see the raw data.

Below it, in order, come the messages: the requester's messages, replies from your team (with the signature they were sent with), internal notes (marked Internal note) and drafts from AI assistants (marked Draft reply). Between them are events in small type, for example:

  • who changed the status, priority, assignee or unit
  • labels added or removed, by an agent or an automation
  • a case merged into this one, or this one merged into another
  • the requester marking the case as solved, or rating it
  • the requester's link revoked
  • a held request accepted

When an automation made the change, the event names the rule ("Rule “Route billing”"). A change made through an AI assistant or integration says "via" and its name. When more than three events follow each other, only the latest two show, with Show N earlier events above them to see the rest.

A long conversation (more than 40 messages and runs of events) shows the request and its latest 20; above them, Show 50 earlier brings back the ones before, 50 at a time, and the line beside it says how many come before. The page loads the latest 100 messages and events and fetches older ones as you get to them, so a case with thousands opens as quickly as a short one. Once everything is loaded, Show all brings back the rest at once.

If someone else adds a message while you have the case open, a bar says New activity on this case; Show loads it. How to write replies and notes is in replies and notes.

Others on the case​

When colleagues have the same case open, their avatars appear at the top with "… is also here". While one of them is writing a reply, it says "… is writing a reply". Internal notes don't count as writing. This helps avoid two people answering at once.