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

  • updated
  • Under review

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.

Sergey Stukov
  • Answer
  • Under review

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



Is it suitable for you?

Real Name
Quote from Sergey Stukov

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".

Vladimir Mullagaliyev
Quote from Real Name

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.

Real Name
Quote from Vladimir Mullagaliyev

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?

Matthew Davis
Quote from Vladimir Mullagaliyev

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.

Hey Vladimir,

Has this been considered for implementation? We are very much interested in this feature. As mentioned, it would be great if this was an option that an Administrator could choose to enable. We have many cases where the customer having the ability to make their own comment private would greatly improve our customer satisfaction.

Vladimir Mullagaliyev
Quote from Matthew Davis

Hey Vladimir,

Has this been considered for implementation? We are very much interested in this feature. As mentioned, it would be great if this was an option that an Administrator could choose to enable. We have many cases where the customer having the ability to make their own comment private would greatly improve our customer satisfaction.

Hello Matthew,

This idea has only 1 vote for 2 years. So, we didn't consider it yet. We still think the better way for user to leave a private request is "Helpdesk" request. Users may be confused with the option to leave private comment and sometimes leave a public comment while think about private. 

But we still do not decline the idea.

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