Overview
Explain the shared collaboration panels available on many record details.
Main purposeExplain the shared collaboration panels available on many record details.
Important areasComments, internal discussion, activity timeline, record links, system changes, user changes.
Business valueUsers can understand the latest conversation and audit history before changing a record.
Where To Find It
Common Path: Record detail pages > Comments and Activity
Exact access can depend on your QCRM role. If the menu item is not visible, ask an administrator to review your permissions.
How It Works
- Comments let users add business discussion directly to a record.
- Activity timeline shows system-tracked history such as creation, updates, owner changes, status changes, conversion, imports, and exports.
- Supported record types include contacts, companies, deals, leads, cases, sales quotes, sales orders, tickets, calls, tasks, jobs, and calendar events where available.
Main Areas
| Area | What It Is Used For |
|---|---|
| Comments panel | User-written discussion for the record. |
| Activity panel | System-tracked record history. |
| Record links | References to related records. |
Important Fields And Controls
| Field Or Control | What It Means | When To Use It |
|---|---|---|
| Comment body | Text added by a user. | Write concise, professional business context. |
| Activity kind | Type of tracked event. | Use to understand the change. |
| Created by | User or system that created the comment or activity. | Use for accountability. |
| Timestamp | When the entry was created. | Use for sequence of events. |
Recommended Workflow
- Open a record detail page.
- Read existing comments and recent activity before changing the record.
- Add a comment when the record needs business context.
- Use activity to confirm status, owner, or conversion changes.
- Keep sensitive information out of comments unless company policy allows it.
Best Practice
- Use comments for why something happened, not only what happened.
- Do not use comments as a replacement for required fields such as status, owner, or due date.
- Review activity before asking another user about a change.
Troubleshooting
- If comments are unavailable, the record type may not support them or your role may lack permission.
- If activity does not show a change, that action may not be tracked in the timeline.
- If a linked record does not open, check permissions or whether the record still exists.
FAQ
Are comments the same as activity?
No. Comments are written by users. Activity is tracked by QCRM.
Can comments be used for customer replies?
Use the ticket conversation workflow when customer-facing ticket replies are needed.