Comments & Communication FAQ
Understanding how to communicate effectively through the incident comment system.
What's the difference between internal and external comments?
- External comments: Visible to everyone who can access the incident
- Internal comments: Only visible to Responders and Event Admins
This allows the response team to have private discussions while keeping appropriate information visible to reporters.
Screenshot needed: Comment interface showing internal vs external comment options
Who can see external comments?
External comments are visible to:
- The incident reporter
- All Responders in the event
- All Event Admins in the event
- Anyone else with access to the specific incident
Who can see internal comments?
Internal comments are only visible to:
- Responders in the event
- Event Admins in the event
Reporters and other users cannot see internal comments, even on their own incidents.
Can I edit or delete my comments?
Yes, you can edit and delete your own comments. Look for the three-dot menu (⋮) next to your comments for these options.
Note: Editing history may be tracked for audit purposes, and some events may have policies about comment modifications.
Screenshot needed: Comment edit/delete menu and options
How do I know if there are new comments on my incident?
Notifications will alert you to new activity on your incidents through:
- Dashboard notifications: Visible when you log in
- Email alerts: If configured by your event administrators
- Browser notifications: If enabled in your browser settings
- Activity indicators: Visual cues on incident lists and dashboards
Can I mention or tag other users in comments?
User mentions and tagging features may be available depending on your event's configuration. If available:
- Use @username to mention specific team members
- Mentioned users typically receive notifications
- Check with your event administrators about available features
What should I include in my comments?
For reporters commenting on their own incidents:
- Additional information or clarification
- Updates on the situation
- Responses to questions from the response team
- Evidence or documentation
For response team members:
- Investigation updates and findings
- Questions for the reporter
- Action plans and next steps
- Resolution details and outcomes
How do I attach files or evidence to comments?
When adding a comment:
- Look for the file attachment option in the comment form
- Click "Attach Files" or drag files to the attachment area
- Select files from your device
- Files are uploaded and linked to your comment
Screenshot needed: File attachment process in comment interface
Can I format my comments with bold, italics, etc.?
Comment formatting depends on your event's configuration. Common formatting options may include:
- Bold text using asterisks
- Italic text using single asterisks
Code formattingusing backticks- Lists and bullet points
- Links to external resources
What happens to comments when an incident is closed?
When an incident is closed:
- All comments remain visible to authorized users
- Comments become read-only (cannot be edited or deleted)
- The comment thread serves as a permanent record
- Audit trails are preserved for compliance
Can I reply to specific comments?
Threading and reply features depend on your event's configuration. If available:
- Look for "Reply" options on individual comments
- Threaded conversations help organize discussions
- Notifications may be sent to the original comment author
How do I communicate urgently with the response team?
For urgent communication:
- Add an external comment marked as urgent or high priority
- Contact event administrators directly using provided contact methods
- Use emergency procedures if your event has specific protocols
- Call emergency services if there's immediate physical danger
What if I need to share sensitive information?
For sensitive information:
- Use internal comments if you're a response team member
- Contact administrators privately outside the incident system
- Request a private communication channel for sensitive details
- Follow your event's confidentiality procedures
Can I export or print comment threads?
Export and printing capabilities depend on your event's configuration and your role:
- Event Admins typically have export capabilities for record-keeping
- Reporters may be able to print their own incident details
- Check with administrators about available export options
How long are comments retained?
Comment retention depends on your organization's data policies:
- Comments are typically retained for the duration of the incident lifecycle
- Some organizations have longer retention periods for audit purposes
- Check with your event administrators about specific retention policies
What if someone posts inappropriate comments?
If you see inappropriate comments:
- Report to event administrators immediately
- Do not engage with inappropriate content
- Document the issue if necessary for reporting
- Follow your event's code of conduct procedures
Response team members can typically moderate and remove inappropriate comments.
Screenshot needed: Comment reporting and moderation interface
Can I get notifications for all activity on an incident?
Notification preferences may be configurable:
- Subscribe to incident updates to receive all notifications
- Set notification preferences in your profile settings
- Choose email vs in-app notifications based on your needs
- Contact administrators about available notification options
How do I know if my comment was seen by the response team?
Indicators that your comment was seen may include:
- Read receipts if enabled by your event
- Response comments from team members
- Status changes on the incident
- Follow-up questions or requests for clarification
What's the best way to structure longer comments?
For longer, detailed comments:
- Use clear headings to organize information
- Break into paragraphs for readability
- Use bullet points for lists of information
- Summarize key points at the beginning or end
- Be specific and factual rather than emotional