Comments and @mentions

Comments keep the whole story in one place. Six months from now, "why did we replace the compressor?" has an answer.

Internal or Public

Every comment has Who can see this comment:

• Internal: your team only. For notes like "vendor quoted $400, checking with Sam."
• Public: the requester sees it on their page and gets it by email, so they don't have to check. For "We'll be there Thursday morning." You can change that email's wording in Built-in emails.

When in doubt, internal is the safe choice.

@mentions

Type @ and a name to mention a teammate. They get a notice under the bell, an email (unless they've turned that off), and it shows up in Mentions on their Home screen. It's the fastest way to ask a question without a separate email thread.

Replies by email

If the stack has its own email address, customers can reply to your emails and their replies are added here as comments. The owner gets an email about it.