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  1. Jira Service Management Cloud
  2. JSDCLOUD-3281

Custom Templates for Comment Externally vs Internally

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    • Resolution: Duplicate
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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.

      By default now, when an Agent goes to Add a Comment, the text box is filled with:
      Hi [firstname] [lastname],
      – [Agent Full Name]

      There are two requests I'd like here:
      1. I want to be able to change the template for this.
      2. I have to delete all this information, and then enter in my desired comment if I want to comment internally. I'd like to select which type of Comment this is, Customer (use template) or Internal (don't use template), and then hit OK to submit the comment.

              Unassigned Unassigned
              2ff33da6d181 Anoop Chatterjee
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                Created:
                Updated:
                Resolved: