Respond to a community thread from a case

---
title: Respond to a community thread from a case
description: For cases that are created from a community discussion, customer service agents can view and respond to the discussion in a new browser tab.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/csm-workspace-respond-to-thread.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Using CRM Workspace in Customer Service Management, Manage cases, Use, Customer Service Management]
---

# Respond to a community thread from a case

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.