Service Desk: confidential comment feature proposal
Problem to solve
In issues with an external party, I need to have internal comments to my team without the external party being notified.
GitLab Legal team members and others who use Service Desk for external issue tracking.
When a customer or other external party e-mails [email protected] a confidential issue is auto-generated in Service Desk. When we comment on the issue, an e-mail is sent to the external party with our response. However, if we need to have internal conversation about the issue, there is no way to mark a comment as internal-only.
We need to have both functionalities in order to keep all communication about issues in one place.
Currently, we are using Slack and e-mail to discuss within the team, which makes it impossible to search for discussion later on with similar issues or when new team members join.
For issues that are generated via a Service Desk request, have a toggle for comments to mark them internal or external.