---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Respond to a community thread from a case

# Respond to a community thread from a case {#ariaid-title1}

Release version: Australia  
Updated June 25, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
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.

## Procedure

1. Open CRM Workspace.
2. Open a case that was created from a community discussion.
3. Select the More UI Actions icon and then select Show Community Thread.  
   This UI action is only available if the Channel is Community.
4. View the community discussion in a new browser window and respond as necessary.