Private messages on service desk issues

Problem to solve

When leaving a comment on an issue created through service desk, the message is always emailed to the creating user. This is a problem when developers are trying to discuss technical detail and a non-technical bug reporter is being bombarded with emails.

Intended users

• Developers
• Product Owners
• Testers

Proposal

ZenDesk allows for public/private messages. Either have an option on Service Desk issue comments to post privately, or require something like GitLab bot to be tagged in to a comment in order to send an email