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Comments & Mentions

Every ticket and sub-task has a comment thread — the running discussion about the work, and the channel back to whoever asked for it.

Writing a comment​

The editor is rich text: formatting, links, and inline images, plus attachments on the comment itself.

Mentioning people​

Type @ to mention someone. A mention notifies them directly and outranks their normal notification level — a MENTIONS_ONLY user still hears about it.

Linking tickets and sub-tasks​

Reference another item in a comment and it renders as a clickable link straight to that ticket or sub-task, in both the editor and the rendered comment. Handy for "duplicate of…" and "blocked by…" without pasting URLs.

Replies​

Comments thread. Reply to a specific comment and it nests under it rather than landing at the bottom of a flat list.

The author of the comment you replied to gets a COMMENT_REPLY notification — unless they were also @mentioned in it, in which case the mention wins and they get one notification, not two.

Reactions​

React to any comment with an emoji from the picker. Any emoji is valid.

One reaction per person per comment: reacting again with a different emoji changes your reaction rather than adding a second. Clicking your current one removes it.

The comment's author gets a COMMENT_REACTION notification when someone reacts. Removing a reaction notifies nobody. Reaction notifications are in-app only — they never fan out to Teams or email, on the grounds that an emoji doesn't warrant a push.

Auto-assign on comment​

Commenting can take ownership of unassigned work. When all of these hold, the commenter becomes the assignee:

  • The ticket or sub-task is OPEN
  • The commenter's project role is not Viewer
  • The commenter is not the item's creator

The app confirms it with a toast when it happens.

The intent is that picking up a conversation about open work is the same act as picking up the work. Viewers can't be assigned anything, and a creator commenting on their own request is asking a question, not volunteering.

:::note The same rule applies to sub-tasks Commenting on an open sub-task you didn't create assigns that sub-task, not its parent ticket. :::

Talking to the requester​

On a ticket created from email, comments can be relayed to the person who mailed in.

By default they are not. Comments carry no internal/public flag, so relaying every one would send internal team discussion to the customer verbatim. Whether comments go out is an inbox setting, off by default and overridable per routing rule.

To address the requester directly regardless of that setting, write @creator in the comment. It's stored as a chip, so the thread shows at a glance which comments left the building — otherwise the only evidence is in the mail server's logs. @creator forces the send: it's a specific instruction, not a default.

The outbound mail is framed differently depending on which it is — a @creator comment reads as "needs more information", a relayed one as "added a comment".

Who gets notified​

Recipients of a comment are the union of:

  • the ticket or sub-task creator
  • its assignees
  • anyone @mentioned
  • its followers

minus the commenter themselves. Mentioned people get a mention notification; everyone else gets COMMENT_ADDED, subject to their own notification level.