Details
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Suggestion
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Resolution: Timed out
Description
Hi Everyone,
Thank you for previously raising this feature request and bringing it to our attention.
Within our company roadmap and work capacity, we try to address or review each feature request but admit that not each one will be implemented. To continue the culture of being honest and open, we are closing this ticket to focus on our upcoming roadmap for all Jira Service Management Cloud users. You can visit Atlassian Cloud Roadmap to learn more about what was recently released and the upcoming roadmap.
Thank you again for providing valuable feedback to our team!
Akriti Gupta
Jira Service Management Cloud team
NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.
Problem Definition
Only Service Desk Agents are able to reply directly to a customer. So when a Jira Core or Jira Software users posts an internal comment to a JSD ticket, the customer on the end has no idea this has happened. In some cases it would be useful to at least have the system send an email notification that the issue has been updated, even if it cannot display the full content of that message
Suggested Solution
All JSD customer notification options to allow the system to notify customers that an internal comment has been added.
Why this is important
It could be seen as a way to communicate with the customer that "we are working on this"
Work-around
It could be possible to use the automation rules in order to send a notification to the customer of an event like this.