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Respond to a community thread from a case

Log in to subscribe to topics and get notified when content changes.

Respond to a community thread from a case

For cases that are created from a community discussion, customer service agents can view and respond to the discussion in a new browser tab.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent, workspace_admin, admin

About this task

Cases that have been created from a community discussion have the Channel field set to Community.


  1. Open a case that was created from a community discussion.
  2. Click the More UI Actions icon (agent workspace more UI actions icon) and select Show Community Thread.
    This UI action is only available if the Channel is Community.
  3. View the community discussion in a new browser window and respond as necessary.