Great addition, but it needs improving.

Option to have different or no signature for internal comments and some way to avoid the signature cluttering the portal.

Hi cc2689ec767b and 6cf75f652d57,

Great work.

I also echo other comments that there should be the option of setting a different signature (or no signature) for internal comments.

In addition, if a customer or agent replies via email, the signature gets collapsed in Jira (both portal and issue view). However, if agents add a public comment (Reply-to customer) with the same signature, it will not be collapsed in issue or portal views. Having a signature when customers receive an email notification is great, but it will clutter the portal/issue views for agents/customers when they are browsing through all comments.

Thanks,

Milad

Nice but not thought through... we dont want to have it added on internal comments / or having a different signature of course. Somebody already created an issue for that?

d2a531aa368d Thanks for linking to the correct person

92d4a5df94f7 it was actually 5561d10f7490 who asked for canned comments in the transition screen.

d2a531aa368d canned comments has been added to the transition screen, you should see this functionality soon link

I like this!
But as others have mentioned I'd like to be able to at least choose if I want to use the signature for internal comments or not.
Another issue is that when I choose to set the issue to Done (or the equivalent) and want to Respond to customer in that dialogue, I don't have access to canned responses. The signature is not set "behond the scenes" either.
This means I have to Respond to customer first, and then close the issue without responding to customer. That's a bit cumbersome, and should be fixed.

This is great, but I agree that it would either need to not have a signature for internal comments or be able to use a different one.

Either way this is one of the things our sales team has been asking for so thank you!

Hi,

I agree that this is a good thing. I also agree that there should be different signatures for internal notes and replies to customers.

Unfortunately, for this to make sense for our company the signature would have to be in HTML.

Best regards,
Erik

Hey cc2689ec767b, that is a good first step.

However, we won't be able to use the feature in its current form because it seems unable to distinguish between internal note and reply to customer. For internal notes it is really unnecessary to have a signature, at least in our use case.