Add comment to a support case

Add comments with follow-up information, answers, or updates for an existing support case. Comments are visible immediately to the assigned Avalara specialist and are permanently timestamped in the case history.

Use comments to add technical details. This includes logs or changes in the environment. Respond to questions by providing the needed information or clarifying what is required. Update the status of ongoing issues, fixed issues, or changes in the project scope. Also, note any changes in priority due to business impact, client escalations, or urgent needs.

Keep the following points in mind when adding comments:

Comments are immutable.
Use clear and structured formatting such as timestamps, steps, and stack traces.
Reference specifics such as error messages, request or correlation IDs, and log entries.

View request:

mutation AddFirmSupportCaseComment {
  addFirmSupportCaseComment(
    input: {
      caseId: "500VG00000geaSnYAI"
      comment: "Thank you for the guidance on Arizona TPT2 filing calendar setup. We have reviewed the documentation and have a few follow-up questions: For the tax form code, should we use 'AZ-TPT2' or is there a specific numeric code we should reference? The client mentioned they may need to file quarterly instead of monthly starting next year. Can we update the filing frequency after initial setup, or should we configure it differently now? Regarding the effective date - the client's registration becomes active on 2024-02-01. Should we set the filing calendar effective date to match this, or can it be set to the current date? We have completed the company setup with FEIN 12-3456789 and confirmed the Maricopa County registration. Client contact: Retail Solutions Inc, contact person: John Smith (john.smith@retailsolutions.com)."
      externalFirmCaseId: "SUPPORT-2024-0115-001"
      externalFirmCaseNumber: "RetailSolutions-Onboarding-001"
    }
  ) {
    success
    message
    externalFirmCaseId
    externalFirmCaseNumber
    caseId
    error {
      errorCode
      errorMessage
    }
  }
}

View response:

{
  "data": {
    "addFirmSupportCaseComment": {
      "success": "true",
      "message": "Comment created successfully",
      "externalFirmCaseId": null,
      "externalFirmCaseNumber": null,
      "caseId": "500VG00000geaSnYAI",
      "error": null
    }
  }
}