Internal comments and mentions

Overview

Internal comments are private notes on a thread, visible to your team and never sent to the customer. Use them to add context, hand a conversation off, or discuss a reply before you send it.

Add a comment

On any thread, switch to the Comment tab in the reply bar (or press N), write your note, and submit with Cmd/Ctrl + Enter. Comments support rich text, and you can edit or delete your own afterward. They stay inside Productlane and are never delivered to the customer.

Reply to a comment

Each comment on a thread opens its own reply box, with a composer for leaving a reply directly underneath it. Use it to keep a discussion about a specific comment together instead of starting a new top-level one.

• Replies support rich text and attachments, and submit with Cmd/Ctrl + Enter or the send button.

• Deleting a comment also deletes all of its replies.

Mention a teammate

Type @ in a comment to bring up your workspace members, then pick the person you want to loop in. Mentioned teammates are notified based on their personal notification settings, so a hand-off reaches them in email or Slack without you leaving the thread.

View your notifications

Every mention (and any other in-app notification) also shows up in the notification bell at the bottom of the main sidebar, next to your workspace switcher. Click it to open a panel listing your recent notifications, with an unread count badge when there is something new. This panel is available from anywhere in the app, not only from the Inbox.

Sync with Linear

If a thread is linked to a Linear issue, its internal comments and replies sync to that issue automatically: comments you write in Productlane appear as comments in Linear, and comments (or replies) added on the issue in Linear appear back on the thread. Editing or deleting a comment on either side updates the other. See the Linear article for details on how the full conversation is mirrored to Linear.

When to use a comment instead of a reply

• Flag something for a colleague before anyone responds to the customer.

• Record internal context (account history, what you tried, who owns the fix).

• Hand the thread to the right person with an @ mention.

Replies go to the customer; comments stay with your team. Switch back to the reply tab with R when you are ready to respond.