Since this request was submitted in June 2015, almost 10 years ago, it seems very odd to say that other, more important, changes need to be done first.  10 years!

Hi Atlassian,

My customers need to have full visibility of their tickets, not just most recent updates. This is causing delays and a lot more back and forth with customers.

This feature needs adding in asap.

<sigh> I don't understand the reluctance to achieve feature parity with other products.

Again this has been pushed back? Why?

Please.

10e29a981f5e you might want to take a look at the suggestion I mentioned here (in your case, adding ${issue.description} to
Project Settings > Notifications > Customer Notifications > Participant added). You can also change the notification template to make the link to message history a bit more pronounced under Project Settings > Notifications > Customer Notifications > Edit templates. While this by no means resolve the issue, it might take away the pain a bit.

To be clear, the fact that this issue is still open is pathetic, especially considering that Atlassian just increased their prices. I still refuse to use any third-party Marketplace addons for such basic functionality.

Hi Atlassian,

As I am going through the comments looks like the requirement from the customers are simply being overlooked or ignored and we have no visibility of anyone is actually working on this feature or not.  Adding any request participants is just not working because of this every time our support team does that we start getting concerns from our clients regarding whats the context of the notification and that annoys them. We have been trying to work with them but this is hampering the client satisfaction and also making the life of the support staff difficult. 

Can you please suggest if we can expect this else we have to eventually start looking at other tools which are able to meet this requirement. Other point is this is surprising since when this issue is opened and how many people have casted their votes still no action from Atlassian. 

Not sure if you guys read through the comments or follow these votes but if any does can you please get this picked upon on priority.

Nishant

Our company has been using Jira for a few years, and we have 4 service desk implementations.  The ability to have the entire ticket thread inside of our email notifications to our customers is so critical, that it has now come to a head.  We have decided to potentially switch away from Jira and are evaluating Zendesk and Freshdesk to make our decision here in two weeks.  

Most of our customers have expressed they prefer email for support rather than a portal.  Having the entire thread inside of each email notification to them, allows them to get the context of the lifecycle and understand the context of the latest comments on the ticket.

Zendesk and Freshdesk do this excellently, and it's a feature that is going to sway our upper management to one of these products.

6b008e966af1 it's OK the new pricing and feature removal coming in will more than make up for it . I am sure they will introduce it as an amazing feature available on Premium!

Absolutely insane this feature is missing and has been pending for years now.