Every comment on a ticket is written for one of three audiences. The audience is chosen in the composer, shown on the comment, and can never be changed afterwards, because comments cannot be edited or deleted. Attachments carry an audience too.
| Audience | Who reads it |
|---|---|
| Shared | Everyone who can see the ticket, including regular client users and email correspondents. Outbound email may carry it. |
| Internal | Workspace users and client users elevated on this project. Never regular client users. |
| Staff | Workspace users only. No client user, elevated or not. Use it to discuss one client where another is on the project. |
How it relates to other concepts
- Being able to read an audience is the same as being able to write in it. The composer only offers the audiences you may read.
- A viewer reads the audiences their role allows, even without being on the project.
- Notifications respect the audience: a person is emailed a comment only if they may read it at send time.
- Inbound email that matches an Internal or Staff thread waits in restricted Review rather than the shared Inbox.
Rules
- Default audience: Shared when the ticket was started by a client user or by email, otherwise Internal.
- Shared comments can leave the workspace: a regular client user reads them in the app and receives them by email, and a contact on the ticket receives them by email.
- Billing and time events on the timeline are Staff audience.
- Mentioning someone in a comment shares the ticket with them first; a mention that cannot be granted stops the comment.
- When a message is merged from the Inbox into a ticket, the merge may not lower the audience the message already had.
- A comment body is Markdown up to 50 000 characters, may be empty when it carries attachments, and takes at most 20 mentions and 20 attachments.
Example
On a Nordic Retail ticket, the consultant writes a Shared reply that Ola reads, an Internal note for the elevated Nordic Retail project lead, and a Staff comment about the partner's pricing that no client user sees.