Add notes to an incident

What the footage showed, what the estimate came back at, what the customer said on the phone. A claim is only as good as the notes on it.

What you'll need

• Available on the Bundle plan, or on a Custom plan that includes Incidents.
• Anyone at the location can add a note. You do not need to be an Admin.

Add a note

To add a note:

1. Select Incidents in the side menu, then the claim.
2. Go to Incident Notes & Attachments and select Add Notes / Attachments.
3. Type what you found in the box.
4. Select Add Attachments for photos, video or documents.
5. Select the send arrow.

Notes read oldest at the top, newest at the bottom, each stamped with the time and the person who wrote it. A note needs either text or a file; an empty one is not saved, and Delete Note throws the draft away before you send it.

Mention someone

The note box says Use @ to mention someone. Type an @ and a list of people at this location comes up; pick one and their name drops into the note. They get an email and a push notification pointing back at the claim, which is how you hand a question to the person who can answer it.

Edit or delete your own note

Use the ⋯ menu on your own note. Edit opens the note inline so you can change the text, add more files, or take files off it, with Cancel and Save. Delete asks Delete Note? before it removes anything.

Only the author can do either. The claim's timeline records that a note was removed, and keeps the text, so a deleted note is not a hole in the record.

See everything that happened

The Timeline & Activity Feed tab is the whole history of the claim, newest at the top: created, assigned, status changes, priority and progress changes, details edited with what changed, claims linked, and every note.

Common questions

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