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.

Any updates for this?

If you want a history report of all or specific changes, you can create such a report and send it to the required recipient emails with the new option of Issue History for Jira app. 

You can create and send different custom issue history reports. Few examples:

• The latest changes made to tickets
• Status changes made last week (or any dates)
• Updates made by a specific user
• Changes made to the specific field (comments, assignee, due dates, or any other)

How to create custom issue history reports in Jira

How to send issue history reports to email

It is 2024.

How has this issue not been taken seriously yet? It's 9 years old now!

Lots of customers compliaing about this issue that they can't see reply history.

Every ticketing system has this option except Jira

It's old school, it's like an sending 3 letters by mail and missed the second.

As part of our ongoing transition to Jira Service Management, we have identified a notable gap concerning the availability of mail and communication history. This feature is crucial for maintaining comprehensive records and ensuring seamless communication within our team.

We would greatly appreciate any updates or progress on addressing this issue. Your assistance in this matter is invaluable to us as we aim to ensure a smooth and efficient transition.

We recently switched to Jira Service Management and all of our customers are annoyed that they can't see reply history.

We use it to approve orders from customers and approvers don't see any context in an email. This is the basic functionality of every ticketing system.

Hello, could this please be looked at soon? Some of our sales staff have just moved from Zendesk to Jira and they have been telling me that customers have been requesting/getting annoyed at this.

Any updates?? 6 months ago you mentioned you would have to postpone. What is the update??

Dear,

Do you have any update ?

Hi there, any advance in this dev? 

I have customers quite upset that their notifications on updates from our service personnel do NOT include the original description of the issue - since they are often opening the cases via email, and prefer to continue interacting in that way. The lack of context in the reply, summarizing the situation the issue was regarding, makes customers unable to stay "in email" and reduces the convenience to them. As much as we may encourage their use of the portal, we do need to keep in mind the convenience to the customer as well.

In a prior role, we'd been using Salesforce as our case management system, and that platform did this SO WELL, maintaining email threads when the case type was one that was initiated via email, allowing users to change their profile for even web-submitted cases to choose how much of the case detail displays to them on notifications (putting the security aspect in their own hands to make a decision on).

It is quite disappointing to see Jira does not handle this basic requirement well at all.

Hi, this feature is one of the main service desk feature that most of other platform has and most customers seek for, and it is disappointing enough that this ticket has been open since 2015. Please prioritize this to at least get Jira Service Management to be as a usable option among the others. 

Manpreet, this is quite disappointing. To be clear you didn't 'have to' postpone this feature you 'chose' to do so. Symantec maybe but important. If the feature had truly begun when it was previously indicated that it was getting underway it would have been rolled out long before now without any interference with the other two issues you mentioned.

Hi everyone,

We had to postpone picking up this feature as we are working to ship https://jira.atlassian.com/browse/JSDCLOUD-4698 and improve email ingestion with https://jira.atlassian.com/browse/JSDCLOUD-798 to make email experience better. We also have some great features lined up improving customers notifications with https://jira.atlassian.com/browse/JSDCLOUD-4642. We will be revisiting this issue again in another 3-6 months.

If you feel this feature is important to you, please feel free to reach out to me at msingh10@atlassian.com. I would love to get more insights as we plan for this item in our roadmap.

Thank you for your patience.

Cheers,
Manpreet and the Jira Service Management Team

Daniel, when I said that it's a flat price I meant that we don't charge anything more as email volume changes unlike how Automation works. The app has a standard price per user (this is the standard model in the Atlassian Marketplace).

This is likely not the best place to discuss as it will email hundreds of people involved on this ticket. Feel free to open a ticket to discuss in more detail at https://atlasauthority.atlassian.net/servicedesk/customer/portal/1/group/1/create/1 

 Heather, while we're not in-product, Notification Assistant for Jira charges you a flat fee per month for unlimited emails and we support up to 10 comments in an email notification.

Hi Boris, can you please explain how the flat fee works? On your Store page it's a price that scales with the number of users you have on your instance.

We are very much interested in this plugin, but we have 100s of users on our Jira instance, and only a handful of agents for the Service Desk. We would only need this plugin for Service Desk purposes, yet it seems like we are going to pay an ever growing cost for this plugin, as our "normal" Jira instance grows, even when our customer service team remains pretty static.

This feature needs to be added ASAP as you are changing your limit and fees for single-project automations, which is the only way in-product to get the history to send in emails. 

Heather, while we're not in-product, Notification Assistant for Jira charges you a flat fee per month for unlimited emails and we support up to 10 comments in an email notification.

This feature needs to be added ASAP as you are changing your limit and fees for single-project automations, which is the only way in-product to get the history to send in emails. 

We need this functionality. We do not understand why it is not there when other ticketing tools do have it by default. In fact, we are considering changing to another tool if it is not done soon since it forces us, when we respond to tickets, to manually include the history.

Please finsh that feature. It would realy help moving away from an old Email-Service-Desk

This issue is over 8 years old with a basic feature that every other ticketing system has. Consider this as Jira not caring.

We need a solution to this 8-year-old ticket! Having historical data in the email sent to customers is vital for the customer's ease of review. Requiring people to access a portal makes their review of the solution take longer and is not user-friendly. 

Please get this feature in place.

Agreed, this totally sucks and nearly makes the reply feature not usable.  How is this still open after 8 years!?!?!

Many clients are requesting this features from the ticketing tool Jira - This is a long pending issue. please bring a fix to this AEAP. This should have been a default feature in ticketing tool. 

Please make this happen. This is a feature that many other competing Help/Support Desk applications have.

We have added the work around so that the original request is returned to the Reporter in the acknowledgement of receipt notification.  However, as someone else stated, we don't really want that on all updates without all the subsequent comments because it could be misleading.  If someone knows of a 3rd party add on to handle this, I'd love to know about it.  I couldn't find one.

@Jennifer Koper agreed, issue.description is barely even a stop-gap measure.

It is completely unacceptable that Jira Service Desk still does not display conversation history without a third-party addon.

@Nathan Gorriaran:

That's a nice tip, but the original issue text is only helpful in our first reply. It's not helpful when there have been 30-50 emails back and forth since the original message, and the questions we're answering have moved beyond the original issue text, and the original issue text may in fact be counterproductive to the current questions. 

If our clients use a "conversation" display in their own email system, it's less problematic, but we can't make them do that even if it is an option for their email system. 

@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!

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

Well, we're going with a smaller local system with integrated CRM, PBX, etc., so probably not relevant. I suppose others may be able to chime in with some global alternatives to consider?

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?