Communicate clearly on incidents and service requests by using dedicated ticket comments. Separate deliberate human updates from system-generated activity, providing a clean resolution narrative for AI agents, requesters, auditors, and IT reps. Comments support rich text formatting, file attachments, visibility controls, and single-level threading.
Where: This change applies to Lightning Experience in Enterprise, Unlimited, and Developer editions with Agentforce IT Service Management.
How: Add comments to an incident or service request record by using the Comments tab or panel. Mark a comment as Public (visible to requesters) or Private (internal only), format text with rich text styling and code snippets, and attach multiple files per comment. Get notified when new comments are added, and edit or delete your own comments.