The Comments and Timeline features in Incident IQ allow agents to document internal notes, communicate with requestors, and track the history of activity on a ticket.
Adding Comments
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In the Ticket Progress section, click Comment
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Type your message in the comment field
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(Optional) Drag and drop image files to attach them
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Before posting, choose whether the comment should be:
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Visible to Requestor
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Internal only (default)
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You can also check “Change to Waiting on Requestor” to update the ticket status automatically if awaiting a reply.
⚠️ Note: The appearance of the comment section may vary by district, based on admin settings.
Editing or Deleting Comments
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Go to the Timeline tab
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Find your comment
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Click the gear icon
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Choose Edit or Delete
Understanding the Ticket Timeline
The Timeline logs all activity on a ticket. Use the filters in the top-right to view:
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Comments – messages or notes by users
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Progress – resolution actions or manual steps
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Changes – status updates, issue changes, automatic rule triggers
This view is helpful for understanding the full lifecycle of a ticket.
Still have questions? Visit the Additional Help section for further assistance.