In this article, you’ll get an overview of the features available in the Comments area.
Info: This feature is included in our Large- and Custom-packages. You can find more details on the packages and the included features here.
Filter options
Use the filters on the left to display comments selectively:
Unread: New comments that haven’t been processed yet.
Pinned: Comments in tickets that were highlighted by you or your team.
Action required: Comments highlighted by Swat.io because of their content or relevance.
Visible: All comments that are visible on the respective platforms.
Hidden: Comments that have been hidden in Swat.io.
Deleted: Comments deleted in Swat.io.
Read: Comments marked as read in Swat.io.
Tip: You can also filter by timeframe and sentiment to analyze trends or specific time windows.
Edit multiple comments at once
In the comment list, you can select up to 20 comments and edit them in a single step. As soon as at least one comment is selected, the available bulk actions appear, e.g.:
Mark as read
Like
Hide
Delete
Pin
Set mood
Note: If you select comments across different platforms, some actions may not be available. This is because not every platform supports the same functions. You’ll find details in General about platform integrations.
“Show ticket” (open Side Panel)
Use the “Show ticket” link on a comment card to open the ticket in the Side Panel—without leaving the Comments area.
What you can do in the Side Panel:
Comment area & ticket functions
You’ll see the ticket’s comment area and can use all functions that are also available in the ticket itself (reply, translate, attachments, tags, assignment, etc.).
→ Learn more in “Introduction to the structure of a ticket.”Overview & Activity Log
In “Overview & Activity Log,” you’ll find all internal information about the ticket, including the activity log.Open in Inbox
Use the “Open in Inbox” button to jump directly to the ticket in the Inbox view.