@nancy.carson1 this is actually one of the few things you can customize in Jira Service Desk. You can use the variable:

${issue.description}

 ...in Project Settings > Customer notifications > Public comment added to display the original issue description. This variable can be used in any of the notification templates.

We started using Jira for support 1-2 months ago and have several customers complaining that they can't see what we are answering in the email. Hoping for a solution soon 🤞

This is becoming a huge issue for us.  Our agents have to copy and paste the original email content into replies or it is impossible for our customers to figure out what we are replying to.  This is especially true for things that we deal with daily which tend to have the same subject.

I wanted to add that even if the update emails included only the original request, it would be helpful.

We are currently looking at new support ticketing system. And this is the only reason why we can't choose Jira.

As many commenters above have stated, this is a game-changer for our users and would make our workflows much more efficient. 

This is a really big deal. Any progress?

We are getting more and more complaints from our clients that they have no context to our messages from Jira, and they have to hunt through their emails to find what we are replying about. We don't have time to copy previous content into tickets every time we need to respond to someone, which is all day. 

This seems like a most basic function – at the very least, the most recent message(s) in the chain (my preference), if not all of them. 

Completely agree. We're considering migrating to Zendesk and the fact that this feature is missing is one of the main motivators. Being able to work in Jira with customer and product tickets is a great advantage. Nevertheless, because JSD doesn't have this basic functionality we find ourselves creating tickets for customers and answering via email, which is completely dysfunctional for everyone.  

Please implement this! It is very challenging to drive adoption of this ticketing system within the company when customers have to search within their emails for all of the communication in a ticket.

Can we please get a more recent update for this feature? Where did the dedicated team go that was supposed to be assigned to this? thanks

We just migrated our service desk and we see a big problem in this feature not being present in Jira atm. We switched from working with Outlook to working with Jira Service Desk and our customers dont really like to go into the customer portal just to see the whole ticket history. It would be great if the history would be permanently viewable in every comment-notification that goes out to the customers. I always defend Jira in our company, but in this case i need your support . Make it happen soon, please. Thanks. 

It would be awesome to see some movement on this "feature" request. This has been open for nearly 8 years! 8 years for basic functionality.

We setup our Jira services desk in July last year, and quite frankly, considering migrating to another platform as a direct result of this lack of functionality.

I would love for this feature to be present as well. We just migrated our service desk and we see a big problem in this feature not being present in Jira atm.

Hi @Benjamin Paton 

Can we get an update please, if only that you are still alive and this is still under consideration!

Ben could you assist Boris and the Notification Plugin to reply from the Atlassian domain or my domain?

Boris has shown it can be done, surely Atlassian can do this!

The Service desk is SO CLOSE to being usable.

HELP PLEASE!

Hi Jira-Team,

what we can do that this feature will be soon available?
The problem is: I rly want to use Jira vor Service Management, but without the Emailhistory for my Customers the Ticketsystem is useless for me.

@Boris Berenberg: I try your Notification Assistant, but the Mail comes from an separate Host. In Germany we would say: No Go because of the Datasecurity (DSGVO), so this is also useless for me.

So, Jira-Team, please add this function. It can't be so difficult to add all history comments in one Variable and add it to the Mail.

Best regards

Thanks all for the feedback.

@David Nichols we can send email on events. You would configure a notification to send an email on Public Issue Comments in JSM projects. Then remove the appropriate recipients from the JSM project notification configurations. It would work exactly how you are describing. In fact, if you open a support ticket with us, you will see exactly this configuration in use. However, we don't use the 10 comment feature on our support site.

@Eric Vaughn that would be true if you want to have highly customized settings per project. Otherwise, the process is much like I described above. Configure a single Global notification and then remove the relevant recipients from Notification Schemes / project configs. It's hard to predict how complex this is in your environment, but I would expect this should be less than 30 minutes of work for most people. Again, if you'd like some help, feel free to reach out and we can schedule a call and help you get this going.

In response to Boris' post about https://marketplace.atlassian.com/apps/1211069/notification-assistant-for-jira-email?hosting=cloud&tab=overview, I'll add that it appears that you have to rebuild all notifications needed from scratch vs just adding the app and then tweaking EXISTING JSM notifications to include the last 10 comments. Thus, implementing the app is a sizable project in and of itself and which I have yet to find time to do in a test environment, test and THEN do all over again in production.

I agree. This is a basic feature and a huge miss for this platform. Every other service desk platform out there has this. Instead of focusing on data lakes because it's "super cool", how about focusing on basic features first?

Hi Boris

What I'd like to do with the Service Desk is to have a conversation with a customer by email and keep the history in the replies that I send to the customer.

From what I read The Notification Assistant doesn't do that but will send the conversation to the customer based on a trigger i.e. once per day or week etc.

Is that correct? 

If you're still frustrated by this, Notification Assistant for Jira (also a Staff Pick) supports the last 10 comments, and attachments directly in the email. We also released support for approvals in emails recently. If there is something else that you need in the email data, feel free to reach out to us and we're happy to add support for even more features. 

Here to complain again, 9 months later. 

I can live with the other annoying issues with Jira Service Desk, just give us this basic functionality.

we would also need this feature urgently.
At least "display last comment in email notification" is useful for a better workflow.

Thank you!
Ulrich

@Benjamin Paton

Can you please give us an update as the last update was 19 months ago when you said work may start in 3 months.

I'm in a part of a multinational company that would use Jira Service Desk Cloud tomorrow for all its External Service customers if you could include email history in the email updates. Unfortunately we can only use it internally in its present state and we do love it its a great tool.

We also have customers complaining about this.  

Hello - Any update on this request?

We're having customers turn away from using Jira, because the ticket comment history detail is not an option w/o using a plugin.

Please help

Regards

Arun.

Hello - Any update on this request?

We're having customers turn away from using Jira, because the ticket comment history detail is not an option w/o using a plugin.

Please help Ben....

Thanks,

Chris Hansen

@BenjaminPaton

• I find it interesting that this feature already exists in the system, it just doesn't function as desired
  • The last comment was edited, and we all got the notification showing the original, the changes, and a final post.
• Please explain to us, most of which tend to have some level of development skills, why it needs to be a special effort/project to adjust something which is already implemented?
• Several mods exist, but many of us don't have the time to manage our daily work as well as custom add-ons that could cause us trouble with updates to the platform down the road.
  • Anyone who has been alive long enough has seen the pattern... take Android/IOS for example: Apps get made, apps get popular, apps become default features of the OS.
• Do bullet points help? Perhaps I'll finally get daddy's attention.

@BenjaminPaton: would you be so kind to give an update on the status of this ticket? Tnx!

+1

@Mathieu & @Nicole, I have not even tested this scenario. None of my users has brought it to my attention. You might query the Community. In fact much of the discussion here belongs there IMO - wider audience, better forum for discussions.

Hi @Nicole, I am also testing "Email This issue" as my customers also need to have a history of the ticket comments.
And I have the same problem as you, all attachments are included.
I opened a ticket on their support, it's taken care of but I don't know when it will be addressed.
@Jack, have you found a way around this problem?

Our app Raley Emails Notifications also supports rendering of issue changelog in email

@Jack I have configured the Email This Issue app. The problem is, all attachments are included in the history. This means all past public attachments will be sent in the E-Mail to the client. Did you find a way to exclude this attachments in the history before sending the E-Mail? That would be super helpful!!

@Baybars, sorry that was the old name/acronym - Jira Email This Issue.  

It is now simply called - [Email This Issue|https://marketplace.atlassian.com/apps/4977/email-this-issue?hosting=cloud&tab=overview.] 

@Jack Brickey Can you post a link to JETI email handler add-on?  I can't find it on marketplace. 

I currently use JETI email handler add-on to achieve this. There are other add-ones too, e.g. JEMH. Check the Marketplace. Sometimes it is best to use an add-on rather than jumping ship. I remain hopeful that this will be delivered this year but as it isn't "in progress" as yet that is unlikely.

@Jose Duran ... Can you tell some alternatives, which you are currently evaluating? I am interesting in it and if there is something worth to take a look into it, proposals could be made.

Have there been any updates to this Atlassian group? This is critical in me staying with Jira. I'm already in the process of evaluating a competing product because of this missing feature.

So, does it work now?

Sigh... I'm too powerless to post screenshots.

Hilarious! Thanks Nathan for making the edit so quickly - we actually have a live example of multiple comment entries being included in a single e-mail message:

We can see the groundwork is there - it need only be incorporated as a configurable setting.  We don't need much, just the last three would be fantastic, any more and the message might just be overloaded.  Perhaps you can even throw in another setting to limit the total length of each comment such that there is a maximum total size for the update notification.

Wow. I commented here 3 years ago. Sad to see this issue still hasn't been prioritized. If this ticket was a child it would go to 2nd grade in school now.

I didn't believe it at first but customers are indeed confused by the lack of conversation history. It's so bad we simply cannot use the product.

I'm going to jump on the bandwagon as well. While I absolutely love Jira Service Desk from an agent standpoint, the experience for my 100+ users has been significantly crippled after leaving Spiceworks, almost exclusively as a result of this missing feature.

It is a constant headache having to re-summarize entire tickets in situations where:

• The ticket is fairly old, the user doesn't remember the initial context.
• The user was added as a participant late in the ticket.
• The ticket was agent-created on behalf of a user.

While any of my users can sign-in to the portal, no amount of training will make them consistently use it. The absolute last thing I want to do is to invest time and money into a third-party solution, when nearly every competing service desk product has had this feature implemented since its initial release.

My lack of patience today is spawned from this case still listed as "under consideration" - is there a review team we are waiting on, or some way we can bump this up the backlog?  I can understand the prioritization of pain points over feel goods, but I'd hope that difficulty of implementation were also being taken into account.  Technically this already exists if someone sends two or three updates in rapid succession - I've absolutely seen a single e-mail notification contain two updates.  How difficult would it be to extend that behavior to permanently show the last three comments at all times - and if less than 3 comments it will include the original description.

For every person commenting here, there are likely 100 other users who wish this was a thing - most of which either don't know how to get to this community, or they just deal with it hoping for the change to magically appear thanks to efforts from the folks that did make it here.

On behalf of anywhere from 100 to 1000 users who either don't have the time or simply won't make the effort - please kindly give us some attention on this request.

Many thanks,
Alex

Hi Ben - Anything we can do to get this work prioritized? NAFJ is a nice alternative for now, but something built into Jira's JSM platform would be a much cleaner look and feel for our customers. 

Resolving this issue would make SO MANY paying customers happy. 

Thanks,

Chris Hansen

Please kindly expedite this request; the alteration should be very minimal with a significant impact to so many.  I don't like the idea of running mods on a customer-facing ticketing system, so these quality of life features should really get some level of expedited attention.  This article is 7 years old, how is that even reasonable? Close it or make this reality... stop playing with us.

Any updates on this issue?

FYI, we support including up to 10 historical comments in Notification Assistant for Jira if you need this ASAP, we can do it for you today!

Adding to this list. We really need this feature ASAP!

Benjamin Paton added a comment - 22/Mar/2021 9:39 AM

...............

This issue will be on the backlog (including a handful of others). We will share more details as soon as our plans are firmed up. Realistically we don’t expect this work to commence for at least 2 - 3 months.

We appreciate your patience, and look forward to working with you as we solve these important issues.

Cheers,

Ben.
@Benjamin Paton Wondering if there is an update on this? Thanks

Johan could you share which system you have moved to?

Atlassian are not focusing on this issue, it seems and we too need to move forward to another platform.

For us the window of opportunity has closed and we have moved to use another system. Quite a pity, really, since I like the power of other Atlassian products like Jira and the potential benefit of having JIRA integrated with Service Desk.

This feature request was created 6 years ago and relates to a feature that most other ticket systems include. This feature and other simple ones that haven't been completed such as creating a column for submission time & date pretty fully show a lack of dedication to developing or giving users things that are necessary to complete their tasks. I doubt either of these features would take more than a couple days of development time.  We have definitely hit the point where we are looking at other options than Jira as it seems like we just get web layout updates.. 

This feature is required. Some customers simply refuse to create a user account and login to view case history.

+1 This feature is bog standard and should be included in any ticketing system on the market. !!! We might just leave because of this.

The lack of this "feature" drives end users absolutely insane. I don't understand how Jira aspires to be an enterprise support platform without the history in the email, like the thousands of other products on the market.

ddsdsd

Hello -

This feature is needed in every way and from our team's perspective, should be a high priority.  We use both the portal and email everyday all day.

I believe the first comment in this ticket was comparing Jira to Zendesk in regard to this feature and that it would be negative or unneeded to add it to Jira as it would make it just like Zendesk.  I completely disagree with this.

Our team works with The Home Depot and a software they use for ordering product.  Home Depot uses Zendesk for support with this software, so we use Zendesk daily.  Zendesk works seamlessly with email and portal entries with a clean ticket update of all history – just like an email string – attachments and everything.

We like Jira and think it is an overall superior product and we are integrating more of its services into our organization and intend to continue.  However, this is one area where Zendesk is far superior to Jira and I hope you implement this feature as immediately as possible.

Thank you,

-Chris

+1
Definitely useful for us too.
Would allow to combine perfectly the work via the Portal and email

+1 for this feature.

Would love to hear any updates as been trying to implement a way of a handling group email aliases on tickets and this would help tremendously. 

Thank Ben! Ready to test when you are.

Hello all,

As always, thank you for your feedback, votes, and following on this issue.

We have noticed an increase in activity here and wanted to provide an update.

We have heard you loud and clear, and we are increasing our investment in email and notifications. We are in the process of onboarding a dedicated team whose first focus will be some inbound mail issues, most notably JSDCLOUD-2373.

This issue will be on the backlog (including a handful of others). We will share more details as soon as our plans are firmed up. Realistically we don’t expect this work to commence for at least 2 - 3 months.

We appreciate your patience, and look forward to working with you as we solve these important issues.

Cheers,

Ben.

well i don't think they have been contemplating the implementation that long.  but yep 7 years is 7 years. 

   "They are actually contemplating the design approach now. It isn’t as straightforward as you might think...."

It's been 7 years, how much "contemplating" do they need to do before they address this much needed functionality?

They are actually contemplating the design approach now. It isn’t as straightforward as you might think when you consider all of the potential interested parties requirements and tangential features that you might wish to factor into the final solution.

Why is taking so long for Atlassian to gather interest for such a basic requirement? This is really important for us to have this feature. 

sorry just wondering this takes up to 5 years and status is still 'gathering interest'.. Is it so difficult to implement this requirement that is essential required for support teams?

i guess I just see things a bit differently which doesn't mean I'm right just that my requirements are different. I don't want my Jira comment solution to work like emails. I do however want to be able to choose (at a project level) whether to include the entire conversation on any public comment notification. It would be nice to be able to have the history be collapsable w/in the email notification and default to collapsed.

Exactly 100% what chadd states

It's pretty simple:  end-users want support notifications to be as similar to an email thread as possible.  

So, that means:

• preserve the title of the original thread:  currently JSD creates a new thread with the ticket number.  this is confusing to end-users
• include a quoted message history:  it should be collapsable in gmail with a [...]

Let's not reinvent the wheel:  make it work like email.  This is what people are used to, and it works well for the most part, it's just impossible for a support team to work at scale using email.   

if that is the case then it would refer to JSDCLOUD-4696 i think

@Jack I believe what Sergei was trying to say is that when an agent attaches a file to the reply, this file should be sent as an attachment in this email, not as a link.

And separately, that there should be an option to inclde the first message and past comments in the email, so that the customer can easily view the message history without logging in to the portal or looking for other emails in their mailbox.

@Sergei, are you saying you would want any/all previous attachments added to every notification? IMO that would be a very bad thing and would not welcome such a solution if it could not be configurable. Consider this.. a customer sends in a comment and attaches a file, the agent responds “thanks we will have a look” and the attachment is included - to what end? I expect I’m misreading but unsure.

I think all these functions should already be (including past comments, include attachments directly in the email). Why they are not yet a mystery to me

Jack you're absolutely right that our app does a lot more than including past comments. We also include attachments directly in the email, allow a single email to go out to all recipients, and other features. We're also cheaper than JEMH at your user tier  

As for if/when this will be solved natively, we will see 🤷  Here's a list of 79 issues I reported when I was still an Atlassian employee going back to 2012: https://jira.atlassian.com/issues/?jql=reporter%20%3D%20bberenberg%20AND%20resolution%20is%20EMPTY%20ORDER%20BY%20created%20ASC 

thanks Boris. that might work for some folks here but ultimately this will be solved natively. there are other and better reasons to use an app like yours or JEMH for sure and they have great value beyond this simple requirement (IMO).

We added support for up to the last 10 comments to be included in emails sent by Notification Assistant for Jira 

thanks, yes it seems a bit pricey at 2.50 per user for our needs to just have the thread in the notification comment

@jeffrey - i'm using JEMH (aka Jeti). I prefer to get rid of it though. i'm paying too much for something i get so little from. Not that it is a bad app just that I don't have any pressing needs beyond 6 people but have to pay for ~150

@jack what add on are you using for this?

the portal login is complicated for many customers to understand, and it would be great to show the entire comment thread in the notification email

thanks Benjamin. I look forward to hearing more on this. Today i'm using an addon for a single project that has this requirement and it simply is hard to justify the overhead complexity much less the expense.

Thanks everyone for your feedback. We are evaluating this feature at present. It has been prioritised, but it is not going to see development until after June 2021. I will provide further updates as I have them.

If you can train your users to use Slack or Teams, then the Halp integration may substitute for email. From the road map:

Conversational ticketing with Halp
"We’re bringing conversational service desk channels to Slack and Microsoft Teams (coming soon) with a deep integration based on our recent acquisition of Halp."

https://www.atlassian.com/roadmap/cloud?status=comingSoon&

One of the main features I wanted when selecting a help desk was the request history included in the email thread. Very disappointed that this has been a feature request for almost 6 years and nothing has been done. Everything else about Jira Service Management would be perfect for my organization.

Is this not yet in the works?

This is a potential dealbreaker for our company. Most other service desk software packages have such email threading as a standard.

Usually, they start to consider implementation after several hundreds of votes ...

I have only just started using Service Desk and hadn't really noticed that the emails did not include the full history in them, until a client mentioned it.

Shame on me

I have added my vote for this feature but how many votes are needed to push this up the pile?

At least Atlassian should give some comment on this suggestion, which is quite a basic feature in any support system. Now it seems like they are ignoring the input from the community. Also financially you'd think that it would make sense for them to invest in developing this, since there are a lot of companies like ours for which this is a blocker for using Service Desk.

This ticket was created in 2015 and STILL has not been implemented. You'd think that the folks down at Atlassian would listen to their community or even their competitors and stick with simple standards.

Hi David.  Thanks for the suggestion.  We implemented that when we demoed this to company leadership.  It wasn't enough.  The thinking was something along the lines of:  "A customer might have deleted all previous communication and may only have this one email to go on.  If so, they won't have any of the comment/communication history for context.  We might have had lots of conversations back and forth that will be missed. But if the customer has the entire comment history available in every email, then that one email is all they need to get the entire context of the issue."  It was literally this one issue that was the "deal-breaker" for them.  Zendesk allows for the entire communication history in every email. 

Maybe a solution for all of you:

If you dont need the whole history in your reply mail, then you can use the field "issue.description" in your global template. With that you have the initial description of the ticket leading in every reply.

Our german template for example:

<div class="jsd-reply-marker-hint">
Antworten Sie oberhalb dieser Linie.
</div>

<div class="jsd-message-content">
${message.content}
</div>

<p>
Hierbei handelt es sich um ihre folgende Anfrage: </br></br>
<font size="1">=====
<i>${issue.description}</i>
=====
</font>
</p>

Cheers, David

Unfortunately, the lack of this feature lead our company leaders to go with Zendesk.  I'm not complaining to be rude... just honest feedback for Atlassian.  Please let me know if this ever becomes available so we can reevaluate.  Our Dev Team is on Jira (using a Software project), but now our Support team is on Zendesk.  Two different systems.  Yuck.  If you develop this feature in the future, I'd love to get our entire company using the same system...  the Software project for feature development and a Service Desk project for Support.  But until each email can contain the entire activity history, we can't do that.

me too

This feature would allow service desk to complete with the other leading CRM systems out there, should be a priority  

+1 We need this feature as well.

+1

Yes please...

+1 We need this feature