Using Comments & Timeline

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

1. In the Ticket Progress section, click Comment

2. Type your message in the comment field

3. (Optional) Drag and drop image files to attach them

   

4. Before posting, choose whether the comment should be:

   • Visible to Requestor

   • Internal only (default)

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

1. Go to the Timeline tab

2. Find your comment

3. Click the gear icon

4. 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:

• Comments – messages or notes by users

• Progress – resolution actions or manual steps

• Changes – status updates, issue changes, automatic rule triggers

This view is helpful for understanding the full lifecycle of a ticket.