Overview

Comments keep questions, decisions, and replies with the Request they relate to. Use public comments to talk with customers, private comments for internal discussion, and comments on behalf of a customer to record feedback they gave you elsewhere.

Add a comment or reply

1. Open a Request and go to its discussion

2. Write your comment

3. Check whether the comment is set to public or private

4. Click the send arrow to post the comment

Use the reply action on an existing comment to keep your response in its thread. Type @ to mention someone. For a response you use often, insert a Macro and review the text before sending.

In the dashboard, the discussion lists comments together with Request activity, such as status changes and merges. Customers see only the comments.

Public comments

Use a public comment to ask for details, explain a decision, or answer a customer's question. The eye icon marks a public comment. Click it to switch to a private comment. The switch is unavailable while a status change is selected, because status updates are always public.

When comment moderation is enabled, every customer comment waits for approval before it joins the public discussion. Teammate comments are not held.

Private comments

Private comments are visible only to teammates with permission to view them. Customers cannot read them. Check for the lock icon before you add internal context.

When the Feedback Portal is disabled, every Request discussion is internal and the editor does not offer a public comment.

Comment on behalf of a customer

Use this to record a comment the customer gave you through another channel, such as a call or an email. The option is available for top-level comments when the Request is not held for review and the discussion is not internal-only.

1. Open the Comment options menu in the comment editor

2. Under Comment on behalf of, select the customer

3. Enter their comment and check the selected author

4. Send the comment

An identified customer is also added as a Requester. To manage who is linked to the Request, use Managing Requesters. A comment on behalf of a customer cannot also carry a status change, so the Comment as status update option is unavailable while a customer is selected.

Manage the discussion

Edit or delete a comment

Open the comment's menu and choose the edit or delete action. The available actions depend on your role and whether you wrote the comment. Review the selected comment before you confirm a deletion.

To review one comment type at a time, use the comment filter above the discussion to show Private comments or Public comments. The filter is available to teammates with permission to view private comments.

Lock comments on a Request

Open the Request's More actions menu and choose 'Lock comments' to stop new customer comments. Choose 'Enable comments' to reopen the discussion. Existing comments stay on the Request.

Understand comment notifications

Each comment type has its own notification behavior:

• Public comment: Notify requesters in the Comment options menu is on by default and emails the Request's Requesters. Turn it off to skip that email

• Private comment: Customers are never notified. The same option reads Notify admin requesters and reaches only teammates

• Comment on behalf of a customer: Sends no comment notifications

• Reply: Can notify the author of the comment you replied to

• @mention: Can notify the person you mention if they have access to the discussion

Turning off Requester notifications does not turn off reply and mention notifications. Recipients' notification preferences and access still apply.

Manage your own preferences in Manage Featurebase notifications. Customer subscriptions and opt-outs are covered in Managing end-user notifications, and the design of those emails in Email customizations.

FAQs