A service time change shouldn't get buried in a long thread. Flag it Critical and it gets a bold red outline and a Critical badge. The newest Critical case note previews at the top of your Organize page, and one DashBoard table gathers every note you can see.
🚩 What's a Critical note, and how do I mark one?
A Critical note is a case note or task note with a bold red outline, a red Critical badge and a red header line. You write case notes in the Activity Feed (see our Activity Feed guide), and @mentions and replies have their own guide.
You can flag a note two ways, as shown below:
✍️ As you write: click the red exclamation toggle next to the @ button (its tooltip reads Mark as Critical), then save.
🏷️ After you save: open the note's three-dot menu and choose Mark Critical. Choose Remove Critical to clear it.
🚫 Staff only, and keep the wording neutral. Only funeral home staff can mark a note Critical, and only top-level notes, not replies. Family helpers don't see case notes or step notes, but a Critical task note on a family-visible task shows in red to the helpers who can see it. Stick to neutral wording, like a service time change.
👀 Where do Critical notes show up?
1️⃣ The Organize page preview
At the top of a case's Organize page in Director View, a notes preview sits just above the Complete count, as shown below. A Critical note gets its red outline here, and the View All 9 Notes link (the number is how many notes you can see on that case) opens the Activity Feed on the case's notes.
🔍 Which note does the Organize preview show? The newest Critical case note, else the newest Critical task note, else the newest note of any kind. Replies are never previewed on their own, and an older Critical note keeps showing ahead of newer ordinary notes until someone chooses Remove Critical.
2️⃣ Task cards and the Activity Feed
🔴 Activity Feed: a red outline, the Critical badge and a red header line, like "[Name] added a Critical Case Note". The note text keeps its normal color.
🗂️ Task cards: a Critical task note gets the same red outline and badge.
🪜 KeepTrack™ step notes: a step note saved as Critical keeps its flag (staff set it when they complete or skip a step). Our task and step notes guide has the details.
3️⃣ Emails
@Mention and reply emails mark a Critical note with a red outline and a CRITICAL label, as shown below. A mention from a KeepTrack™ step note is the exception: its email has no label.
Nobody gets an email unless someone @mentions or replies to them. A mention means one email, and editing a note doesn't re-send it to people it already mentioned. Details are in our mention and reply emails guide.
🔢 What do the note counts mean?
A note and all of its replies count as one conversation, and each KeepTrack™ step note adds one. The count is the orange bubble at the top-left of each DashBoard case card (circled below, along with the Notes pill that shows the table) and the notes icon on WhiteBoard case cards.
On a case page, the speed dial's View [Name]'s Notes action (Margaret's, here) shows the count as an orange badge, as shown below.
🔐 Counts follow each person's permissions, so two teammates can see different numbers on the same case. Without Can Access ACTIVITY FEED the numbers disappear, and a DashBoard card shows a lock instead (see our Activity Feed guide).
🟠 Critical doesn't change the color of these numbers.
📋 What's in the Notes table on my DashBoard?
Scroll below your My Cases cards and keep the Notes pill selected to see one table of the notes you can see, one row per note. It's for funeral home staff, it needs Case Notes turned on for your funeral home, and it loads 50 notes at a time.
Replies show as a count under each note, as shown below:
📝 Note: the text, with its reply count underneath. Critical notes read in red.
📎 Note Attached To: Case for a case note, otherwise the task's title.
🕒 Last Activity: the table opens ordered by it, so a note that gets a reply moves back to the top the next time the list loads.
🚩 Critical and Is Note From Helper: a red tick marks Critical notes, and the second column flags notes a family helper last updated.
👤 Case Name, Note Updated By, Note Updated On and Case Assignee round it out.
🔎 How do I find the note I need in the table?
Click any cell in a row (not the case name link, which opens the Organize page, or the three-dot menu) to open the Activity Feed on just that note and its replies, as shown below. Choose Show all to widen it. Opening the feed needs Can Access ACTIVITY FEED.
🔽 Filter: use the filter row under a column title or the Filters button. Apart from Last Activity, the column names match the Gather Analytics Notes report.
↕️ Sort: click a column title. Sorting replaces the Last Activity order.
🚩 Find Critical notes: Critical is the eighth column from the left, so you may need to scroll right. Click its title twice to bring Critical notes to the top, or filter it, as shown below.
💡 Looking for the old "Type to filter notes..." search box or the "Show ONLY notes from helpers" switch? Use the Note and Is Note From Helper column filters instead.
❓ Other FAQs
Can I filter the Activity Feed to Critical notes?
Can I filter the Activity Feed to Critical notes?
Nope. The Notes table has a Critical column you can sort and filter.
Can I mark a reply Critical?
Can I mark a reply Critical?
Nope. Critical applies to the whole note, not to individual replies.
Why hasn't a new reply moved the note to the top of the table?
Why hasn't a new reply moved the note to the top of the table?
Not yet. The table doesn't update on its own. It refreshes when you close the feed, switch back to the Notes pill or this browser tab, or reload the page, and a reply lifts its note then. An edit doesn't, and sorting by another column keeps that order.
Where did Edit Note and Delete Note go?
Where did Edit Note and Delete Note go?
They moved into the Activity Feed. Open the note there and use its three-dot menu. A note with replies can't be deleted until its replies are.
Can I export the Notes table?
Can I export the Notes table?
Nope, not from the table. If your funeral home has Gather Analytics, the View in Gather Analytics button leads to the Analytics menu, but your filters don't carry over.
Need More Help? 👋
Chat with our team anytime. Or give us a ring at (208) 908-0488.