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Service desk: private comment

    • Open Issue created by username-removed-30516 @lloeki

    Description

    In a Service Desk situation, it is sometimes desirable to discuss of some matter privately within the support team and internal participants to an issue, without creating a separate issue, which is cumbersome because it breaks the flow and timeline of the support issue. Having a means of making public and private comments is extremely useful in those cases. In that case, A default status for comments should be decided:

    • commenting privately by default means that unintentional information leak would be minimised
    • commenting publicly by default means that the conversation with the supportee (is that a word?) could be more fluid

    This default could depend on the project or team, or more rarely on the issue at hand.

    I don't know which term would apply better WRT current language in use around GitLab, but those that come to mind are private, internal, confidential, public. Or maybe this should involve some new semantic such as Comment (which means it's private) vs Response (as in "respond to supportee").

    Proposal

    • the Comment button could be enhanced with a dropdown option to Comment privately or Comment publicly, depending on the default status one wants to achieve.
    • a couple of slash commands could be added, allowing for easy keyboard selection, bot use, as well as fine-grained control via reply-by-email from a support team member.

    Designs

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      2. Activity

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