Thanks for opening our first release notes of 2023! We’re excited to announce the latest update to our Issue Reporting module: internal comments!

With this new feature, community managers, maintenance workers, and service providers can communicate within the Issue Reporting module without the reporter seeing. This means that your team can focus on resolving the issue, without having to search through multiple messages and emails.

Sounds great! How does it work?

It’s pretty straightforward. Whether you’re using Web, Android or iOS, the ‘Activity’ section in the Issue Reporting is now split into two columns.

The left column is your classic comments section, where the reporter of an issue can communicate with various stakeholders.

But on the right is the new column labelled “Internal”—this is only visible to service providers, assignees and community managers.

When you upload an attachment like a warranty document, an invoice or technical report you have the option to send an internal attachment that can only be viewed by the relevant parties.

Read our FAQs below for more information. If you still have questions about the product, please get in contact. 

What must I do to make use of this feature?

If you are using Issue Reporting already the feature comes out of the box. If you want to start using Issue Reporting, get in touch with us.

Do I have to use internal comments?

That’s up to you! If you want to keep communication strictly between relevant stakeholders, then internal comments are the best way to go. If you prefer full transparency, use the regular comments and attachments.

Can I attach files to comments?

Unfortunately not. Files can only be attached to the issue itself.

Who can add or see internal comments and attachments?

Only community managers, service admins and current assignees of the issue can see internal comments.

Are internal comments and internal attachments available in other modules?

We’re working on that. But for now, internal comments and attachments are only available in the Issue Reporting module.