Add activity to a case

Article • 5/21/2026 • 1 min read

Add activities to a case to document any customer interactions, such as conference calls, emails, portal messages, and more.

For example, add a portal message activity to the case, asking the customer for more information. To do this:

  1. Open a case and go to Recent Activities > Options > New.

    Add an activity from the History or To Do’s tab. When adding an activity from the Case page, it is automatically linked to the case. Use the Activity quick search, and click New Activity (the (+) icon). Ensure to manually link the case in Participants groupbox.

  2. Choose the Action, such as Message.

  3. The contact, company and the related case information is automatically populated in Participants groubox.

  4. Enter the update in Notes groupbox.

  5. Expand the Other groupbox, and enable the Published to portal checkbox to display the message on the portal for the customer.

  6. Update the case status as needed, such as More information Required. The contact can also post an update from Portal, which will appear as an activity under the History tab. For more details, refer to the Customer Portal.