The Comments section in a task shows comments made available to the customer workspace. Internal-only staff notes are not part of that customer comment list.
Use the visible comments for questions and updates that should be associated with the task. New comments you post from the customer panel are shared task comments, so write them for the people handling that work rather than treating the field as a private notebook.
A task can have no visible comments even when the team has worked on it elsewhere. No comments yet describes this shared thread; it is not a full audit of every internal action taken on the service.
If you need a decision or explanation that is missing, ask a direct question in the task and identify the relevant checklist item or document. Do not infer hidden decisions from the absence of comments. If comments fail to load, the page reports that error separately, and you should reopen or retry before concluding that the shared thread is empty.
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