Add visibility for Collaborators to "Author and Support Agents"

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Comments with the visibility set to "Author and Support Agents" are only visible to the author of the topic and support agents. It would great if this also gave visibility to users added as Collaborators.


We occasionally have topics created that involve private discussion, and it would be great if these discussions could include all contributors, not only the original author.

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Vladimir Mullagaliyev
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Quote from Real Name

Thanks for the reply, Vladimir.

We first noticed this on a case where a private helpdesk ticket was created, but we later moved it to the regular public forum section. We prefer to have all topics public where possible, so that other people with the same issue can also see it. However, there is often still a bit of discussion that needs to remain private, so we use the Author and Support Agents visibility setting for these discussions.


So what happened was that before we moved the ticket to the regular public forum, we set the visibility on the private discussion thread to Author and Support Agents, but this means that the other collaborators can no longer see them.

We cannot change the logic for all project, because some project probably already use it to limit access to an author only.

We've added some specific settings for your project only. Now collaborators will see such topics. But here is still some problem. They probably will not receive notifications about such comments.

Vladimir Mullagaliyev
  • Under review

Hello Curtis,

Usually collaborators invited to a Helpdesk topic which is already private! So, in Helpdesk topics just add regular comments to make them visible to collaborators. There is no any other users but author, collaborators and support agents. And use "Author and Support agents" to hide message from users include collaborators.

Does it make sense or you have different scenario?

Real Name
Quote from Vladimir Mullagaliyev

Hello Curtis,

Usually collaborators invited to a Helpdesk topic which is already private! So, in Helpdesk topics just add regular comments to make them visible to collaborators. There is no any other users but author, collaborators and support agents. And use "Author and Support agents" to hide message from users include collaborators.

Does it make sense or you have different scenario?

Thanks for the reply, Vladimir.

We first noticed this on a case where a private helpdesk ticket was created, but we later moved it to the regular public forum section. We prefer to have all topics public where possible, so that other people with the same issue can also see it. However, there is often still a bit of discussion that needs to remain private, so we use the Author and Support Agents visibility setting for these discussions.


So what happened was that before we moved the ticket to the regular public forum, we set the visibility on the private discussion thread to Author and Support Agents, but this means that the other collaborators can no longer see them.

Vladimir Mullagaliyev
  • Answer
  • Completed
Quote from Real Name

Thanks for the reply, Vladimir.

We first noticed this on a case where a private helpdesk ticket was created, but we later moved it to the regular public forum section. We prefer to have all topics public where possible, so that other people with the same issue can also see it. However, there is often still a bit of discussion that needs to remain private, so we use the Author and Support Agents visibility setting for these discussions.


So what happened was that before we moved the ticket to the regular public forum, we set the visibility on the private discussion thread to Author and Support Agents, but this means that the other collaborators can no longer see them.

We cannot change the logic for all project, because some project probably already use it to limit access to an author only.

We've added some specific settings for your project only. Now collaborators will see such topics. But here is still some problem. They probably will not receive notifications about such comments.