Possible Causes
Record-sharing restrictions applied to individual replies (root cause — now fixed): The reply counter counted every reply in a thread, but the expanded view was incorrectly applying each viewer's record-sharing restrictions to the individual replies within that thread. If a colleague outside the viewer's sharing scope left a reply, the thread counter would still show the correct total (e.g., "2 replies"), but the expanded view would only display the replies the viewer was permitted to see under those restrictions — often just their own. This affected both the browser and the mobile app, which used the same logic.
Intermittent display issues: In some cases, replies from the same colleague were visible in certain threads but not others, which could make the issue appear inconsistent or role-related even when it was not.
Solution
This bug has been resolved. Dazos engineering has corrected the behavior so that replies are now visible to any user who has permission to open the record itself. The reply counter and the expanded thread view should now match. No action is required on your end — the fix is applied automatically.
Refresh the record. If you were experiencing this issue prior to the fix, refresh the affected record in your browser or close and reopen it in the mobile app. The replies should now display correctly.
Temporary workaround (if you experienced this before the fix was deployed): In some cases, using the View Thread option from the Recent Comments panel in the right-hand sidebar displayed replies correctly even when the expanded inline thread view did not. This workaround is no longer needed following the fix, but is noted here for reference.
Still Need Help?
If you are still seeing a mismatch between the reply counter and the replies displayed after refreshing, please contact Dazos Support. When reaching out, include the following details to help us investigate quickly:
The URL of the affected record
The number of replies shown in the counter versus the number actually visible when expanded
Whether the issue is occurring in the browser, the Dazos mobile app, or both
A screen recording or screenshots showing the discrepancy, if possible
Note: If you are experiencing entire top-level comments missing from a record (not just replies within a thread), this may point to a separate record-sharing configuration on your instance. Please report this to Dazos Support separately so it can be reviewed and adjusted accordingly.