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  1. Jira Service Management Cloud
  2. JSDCLOUD-7806

Differentiate between Share with Customer button vs. Comment Internally

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      I would like to request either a differentiation between the Share with Customer Button vs. Comment Internally in ServiceDesk. Another option would be to add a second prompt before sending the email to the customer directly that would read "Confirm sending reply to customer."

       

      This would help as the buttons are quite similar visually yet produce entirely different outcomes and avoid confusion for our support staff. 

            [JSDCLOUD-7806] Differentiate between Share with Customer button vs. Comment Internally

            Samriddhi Saumya added a comment -

            Hi Everyone,

            Thank you for your feedback on this feature. We are marking this issue as closed because it is a duplicate of https://jira.atlassian.com/browse/JSDCLOUD-4591 which has received more traction. You can follow the ticket there as the source of truth.

            Thank you again for your feedback!

            Samriddhi Saumya

            Jira Service Management Cloud team

            Samriddhi Saumya added a comment - Hi Everyone, Thank you for your feedback on this feature. We are marking this issue as closed because it is a duplicate of  https://jira.atlassian.com/browse/JSDCLOUD-4591 which has received more traction. You can follow the ticket there as the source of truth. Thank you again for your feedback! Samriddhi Saumya Jira Service Management Cloud team

            TK Support added a comment -

            This would be a super easy yet powerful adjustment for Jira to make on the service desk comments UI. We have the same issue where its not distinguishable enough between the two comment types. A simple visual color difference of the background would help quite a bit. A prompt to confirm sending to customer would be even better. The extra click for a user is worth the confirmation. Particularly in light of there being no undo step if a message is accidentally sent before completion. The prompt would solve both that issue and the distinction from internal comments.

            Thanks for listening!

            TK Support added a comment - This would be a super easy yet powerful adjustment for Jira to make on the service desk comments UI. We have the same issue where its not distinguishable enough between the two comment types. A simple visual color difference of the background would help quite a bit. A prompt to confirm sending to customer would be even better. The extra click for a user is worth the confirmation. Particularly in light of there being no undo step if a message is accidentally sent before completion. The prompt would solve both that issue and the distinction from internal comments. Thanks for listening!

            Mark Vanderkley added a comment -

            I would just like to provide the feedback, that when this second "Share with customer" blue button got added it caught a few of our dev staff out as they were used to commenting on Support Tickets (They don't have Service Desk Agent accounts) and clicking the button immediately below the box to comment internally, thereby sending comments that were meant to be internal comments to the customer. It would have been better if when introducing this new button, if it had been put second and the original button left in its original location for those who tend to "geographically click". I've since made my staff aware of this change, but some of them didn't notice this change and I don't recall seeing any documentation of this change coming but maybe I missed it. 

            Mark Vanderkley added a comment - I would just like to provide the feedback, that when this second "Share with customer" blue button got added it caught a few of our dev staff out as they were used to commenting on Support Tickets (They don't have Service Desk Agent accounts) and clicking the button immediately below the box to comment internally, thereby sending comments that were meant to be internal comments to the customer. It would have been better if when introducing this new button, if it had been put second and the original button left in its original location for those who tend to "geographically click". I've since made my staff aware of this change, but some of them didn't notice this change and I don't recall seeing any documentation of this change coming but maybe I missed it. 

              Unassigned Unassigned
              be84c1aabe25 Evette Telyas
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