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  1. Jira Service Management Data Center
  2. JSDSERVER-3281

Custom Templates for Comment Externally vs Internally

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    • Icon: Suggestion Suggestion
    • Resolution: Duplicate
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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

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