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Pealboard

Public replies

Everything a customer reads on a request is either something a customer wrote, or a comment a member deliberately made public. Nothing else crosses.

Reply from the workspace

Section titled “Reply from the workspace”
  1. Open the portal’s Requests tab and select a request’s reference, or open the issue in Issues.
  2. Turn on Reply to portal.
  3. Type into Add a comment.
  4. Select Reply to portal.

An internal comment — one no customer sees — is written on the issue in Issues, or in GitHub.

The comment is written to GitHub with a marker that identifies it as public, it appears in the portal, and the requester is emailed. In the workspace it carries a Public badge.

What the customer sees

Section titled “What the customer sees”

The workspace’s name and the time. Not your GitHub login, not your email address, not your avatar from GitHub. A customer should see a reply from Acme, not a reply from a person they have no relationship with.

Replying from the portal side

Section titled “Replying from the portal side”

A customer replies in the portal. Their comment is written to the GitHub issue as a comment authored by the app, with a footer naming them and their company — never their email address.

Showing every GitHub comment

Section titled “Showing every GitHub comment”

A portal has one switch, Show every GitHub comment to customers, off by default. Turned on, every comment on the issue appears in the portal, including comments engineers wrote in GitHub without knowing a customer would read them.

Turn it on only for a portal whose repository your team writes in with that audience in mind. Turning it off again hides the comments; it does not delete them and it does not un-send any email already sent.

Editing and deleting a public reply

Section titled “Editing and deleting a public reply”

Editing one updates it in GitHub and in the portal. Deleting one removes it from both. Neither notifies the customer, and neither recalls the email that was already sent when it was first posted.

What a public reply is not

Section titled “What a public reply is not”

It is not a separate message. There is one comment, in GitHub, with a marker saying it may be shown. There is no second copy in a Pealboard inbox to keep in step, and closing your Pealboard account would leave the comment exactly where it is.