+1
Under review

Ability for author to create "Author & Support agents" private comments

curtis.lusmore 5 months ago in New features • updated 5 months ago 4

Currently, Support Agents can create comments marked as "Author & Support agents" which we use to add extra details to topics that should not be publicly visible (client/sensitive details, configuration, etc.). However there doesn't appear to be a way for the author of a topic to set this visibility on their own comments, they need to request a Support Agent to create a private comment that they can reply to. Please add the ability for authors to create their own private threads.

Answer

Answer
Under review

If user want to create a private thread, he can use "Create a private ticket link"



Is it suitable for you?

Answer
Under review

If user want to create a private thread, he can use "Create a private ticket link"



Is it suitable for you?

Thanks for reply. The case that I'm interested in is where the majority of their question/bug is general and should be public so that other customers can find it and see the answer, but in order for the support agents to diagnose the issue they need specific information like configuration files which should not be public.


At the moment, what typically happens is that our customers raise the bug topic publicly without the extra details and then we reply with "Author and Support Agents" asking them to reply to that comment with the extra details attached. Given that so many of our topics start out this way (commenting "Please attach your configuration") we would like to create a guide which states all of the pieces of information we would like customers to supply in their posts.


Currently that guide needs to say something like "Post public information in the description, and then if you need to add private details make a comment requesting a private thread and one of our support agents will make it private for you." We would love it if we could instead say "Post public information in the description, and then create a comment set to "Author and Support Agents" with the private details".

Hello Curtis, 

The only reason we do not have such option for regular users because their comment form is pretty simple - the field and Post/Cancel buttons. We do not want to have to many options to make them afraid to post comment.

We need time to consider if such option can be added as an option for specific projects.

Hi Vladimir,

That makes sense, I understand. Perhaps it could be off by default but an administrator could choose to enable it?