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.

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!

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.