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  1. Jira Service Management Cloud
  2. JSDCLOUD-2098

Ability to add comment via email as customer when not a participant

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    • Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.

      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      Problem Definition

      With ability to add participants added, only the reporter and participant can add comments to a Service Desk thread. If a service desk customer account has received the service desk issue's email thread as a forward, and tries to reply as a comment, it just creates a brand-new ticket.

      Suggested Solution

      Service desk should recognize the issue ID as JIRA does and add the comment to the ticket.

            422f530d75ad Arjun Ganapathy
            smackie@atlassian.com Shannon S
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              Created:
              Updated:
              Resolved: