Private notes#132

Would be really cool if I could add some private notes or private comments to a ticket, right now I’m storing it in a separate Gdoc but it’s a little inconvenient to remember to check my GDoc.

Circumstance

I was talking to someone on Drift chat, they had some great suggestions around a ticket.

I wanted to include the exact language they used on the ticket so I can reference it later, but I didn’t want it to be public.

I created a Google Doc with the same name as the ticket to store this data.

JTBD

When I’m trying to add some customer detail to a ticket that I don’t want everyone to see.

I want to be able to create a private note or comment

So I can store that private information that is related to the ticket and reference it later.

Happy to provide more detail if required.

Thanks, Grant. I’ve been thinking about this a lot. I see three options here:

1. Private comments: While creating a comment, admins can choose between Public and Private. UX-wise, it’s probably the option with the least amount of cognitive load for the average user. The danger exists, though, that sensitive information is accidentally published publicly (incl. email notifications) if you forget to change this visibility setting.

2. Private feed: Similar to the current activity feed in a post, a new tab just for internal discussions between admins and for private notes is introduced. This allows a clear separation between public and private comments.

3. Doc/Paper: Imagine something like a Gdoc in a Nolt post: just one large field with rich-text formatting capabilities that allows you to dump all your ideas and insights into it. In contrast to the other options, changes are not tracked chronologically.

Would love to hear your thoughts!

I’ll vote 1 or 3.

2 doesn’t keep the context with the ticket from what I can see.

I think you are right about accidentally posting private notes in a comment so a section dedicated to private notes would help avoiding that.

Ran into this again today.
A user gave me a video that reproduces an issue but I don’t want to link their data and make it public.

Solution 1 would work perfectly!

Thanks!

🙏🙌

@Grant Kiely Would using a custom field meet your needs (see attachment)? A future release will make fields on a post more prominent so that they will be displayed without having to open a menu.

Hmm it does partially.

There are some other things that make it less intuitive than a comment for me.

I believe that implementing 1 and 2 would be great.

1. Admins can comment privately to store info and flag important comments about the user’s approach/suggestion. But the ui must have a warning if posting in Public, or be in separate places (Image attached)

2. This would be great to internal discussions and private notes as a tab, not a custom field as shown in the gif.

We have revamped our custom fields: They support now Markdown and are far easier to access than before. Just create an admin-only text field, and you’re ready to store your private notes: