Juggling multiple cases and remembering every detail can be challenging. A case note is a brief, internal note you can add to a case to quickly recall key information or provide context to your team members. Think of it as a quick mental reminder or a helpful heads-up for anyone else working on the case.
Case notes can be simple, like "No response yet," or more detailed, such as "Remember to follow up with management on this issue." Their purpose is to help you (or your colleagues) quickly grasp the current status or important next steps for a case without having to dig through all the communication.
Case notes are designed for internal team use and are separate from the main case details. This means:
Internal Visibility Only: Case notes are only visible within the Supportbench platform, specifically within the case details and case list.
Not Searchable: You cannot search for content within case notes.
Not Customer-Facing: Case notes are not visible in the customer portal.
To make your case notes even more accessible, you can add them directly to your case list. This allows you to quickly view notes attached to cases at a glance.
Log in to Supportbench and click on "Cases" in the top navigation bar.
In the top right corner of the case list, click the "Case list options" button (often represented by a gear or three-dot icon).
Select the "Default case options" tab.
Add the "Note" column to your list of selected columns.
Once you close the pop-up, your case list will automatically refresh with the new "Note" column.
Pro Tip: You can easily reorder columns in your case list by dragging and dropping them to your preferred position.
Need a quick way to remind yourself or inform your team about a case's status? Case notes are here to help!
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