Collaborate with internal comments

Internal comments let your team discuss a request privately. Customers never see them.

Add a comment

1. Open the request.

2. Go to Internal comments.

3. Type your note.

4. Optionally, select Attach a file.

5. Select Add internal comment.

A comment needs text, an attachment, or both.

Mention a teammate

Type @ followed by a teammate's name, then choose them from the list. They receive a notification with a link to the request. Use mentions to ask a question or hand off a task.

Attach files to a comment

You can attach up to 10 files at a time, each up to 25 MB. Supported types are PDF, PNG, JPG, JPEG, WEBP, and TXT. Comment attachments appear with the comment under Comment attachments.

Delete a comment

1. Open the comment's menu and select delete.

2. Confirm in Delete comment?

The comment is permanently deleted and shows This comment was deleted. in its place.

If saving fails

If you see Internal comment could not be saved. Your draft is still available. Try again., your text is kept. Check your connection and try again.

Good uses for internal comments

• Steps you've already tried

• Findings from reproducing a bug

• Links to related requests or engineering tickets

• Why a request is on hold

• Handoff notes when reassigning

Internal comments vs. email