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Suggestion
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Resolution: Unresolved
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None
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98
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18
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- duplicates
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- Gathering Interest
- is duplicated by
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- Gathering Interest
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[JSDSERVER-5228] Allow JSM to display whole comment history in notification mail
use this in your email automation and you're good to go - will only email the public comments :
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Reply above this line.
#issue.comments
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Hi everyone.
I found a way to include the entire Comment History through E-mail communications/notifications (using Automation rules).
However, there is one issue I am having...
As you know, when working a ticket, the worker/assignee has the ability to add Internal Comments or External (Reply to Customer) Comments.
For some reason, ALL comments are visible to the Customer. So, I can get the History, but it includes ALL History (including the stuff marked as Internal).
But, if the Customer decides to pull up the ticket in the Customer Portal, they see exactly what they are supposed to see (just External/Customer comments, nothing else).
So, the rule I created does somewhat work, but I cannot figure out a way to limit the content to just the Customer comments (yet).
Anyways...If anybody here is interested to see the rule I created which sends the Customer the entire Comment History through e-mail, please let me know.
Thanks!
We are moving from mere E-Mail communication to JSM. We also hear that customers want the complete history, since it is hard to follow the issues if they are in progress for weeks --> This is the case especially for developer escalations.
We just moved to JSM from Kayako, and we are getting constant feedback from all customers that the lack of comment history makes following issues almost impossible without logging into the portal. Our customers live in email, not the portal. Please add this functionality, or at least a variable for the previous comment that we can add to notifications ASAP.
Perhaps this very basic feature will be added by the time the Chicago Cubs win the World Series again.
+1
This is a very important piece of functionality. We consistently have customers complaining about not getting a full comment history in email notifications and having to access the portal to see the full context.
+1
Dear Atlassian Team - this is essential and we are getting complaints from customers who can't see comment history.
It is doable in separate email but in notification when comment is added - it doesn't work.
Please increase priority of this!
This is so essential EVERY other ticketing system has this feature by default. Again Atlassian miss this and expect us to wait 20 years for it to be implemented. This is a complete joke and I cannot understand how you've been allowed to get away with this so much.
And you want to increase all prices by 5-10%?
For what - If I had a choice I would move away tomorrow.
Please, this would be the best thing ever if Jira implements it!
More variables for email notifications are very much needed for JSM.
Please look to implement the ability for customers to see all public comments on email notifications soon!
We are using the notification assistant for jira plugin in order to get this feature since it probably will take a long time before Atlassian implements this. https://marketplace.atlassian.com/apps/1211069/notification-assistant-for-jira-email?tab=overview&hosting=server
We are using their feature allComments in the custom notification to get this. And as a bonus their plugin also supports adding the attachments within the email instead of having to download them using the link which also are using a lot.
+1 pleeease give us this. Especially with the option to toggle on/off in project settings.
Please implement ASAP!
We just implemented JSM and already have customers requesting this as well.
+1 this is the one that was requested by customers! Please make it possible.
This is an essential feature for us as most of our customers won't be using the portal and only communicating through email.
This is a very basic feature yet very important. Not addressing such a simple feature will impact your and our customer experience.
Hello,
any update on this issue? This feature is really elementary for communicating with customers and partners! I'm just wondering why all the comments from JSM users are ignored and why there is no progress. It could be so easy just to add a variable (e.g. comment history) to the customer notification.
Thank you!
We went with FreshDesk for the single reason that Jira didn't have this feature. I still follow this topic out of curiosity. Maybe because it is fascinating in a way to see a "Gathering Interest" status for something so elementary. I wonder how many potential users move to other platforms without bothering to post here and wait for it to "gather interest".
This would be an excellent feature to have.
Our use case restricts the online portal to the internal organization only. However, we accept incoming emails from the general public. Since the organization is servicing the general public, it would be a great feature to be able to send the full conversation in the email since access to the portal is restricted for the general public.
Us to, the portal login is complicated for many customers to understand, and it would be great to show the entire comment thread in the notification email
This would relieve a lot of headaches. Please add this feature!
Definitely important! I'm surprised this isn't part of the features. We need this!
Please add this feature - it was highly requested by our portal customers in a recent Service Desk survey we conducted!
I think this is a good feature to implement. Most of our clients will not look at the SD portal. I have included the original request in the email, but that doesn't always have everything they need.
We switched from Zendesk to JSD in mid september. We use it for internal issues as well as customer based requests.
Since then we got a lot of complaints about the notifications not containing their request and hence they didn't remember what they wrote - and obviously they won't make an atlassian account for just a single request.
I've found multiple suggestions like this one and questions in atlassian community - and I'm extremly shocked how it has been ignored for over 5 years now.
Since we actually care about our customers, we are now discussing about switching back to Zendesk...
Just started evaluating Jira Service Desk, but without this feature, it's simply no-go. Sorry Atlassian, it is really a basic feature that needs to be there.
Thanks 3a5187e05fb5
The rule (Automation Rule) I created has the following conditions (I assumed the 2nd condition would only look at External/Customer comments).
Trigger
When: Rule is trgiggered on
All comments
Conditions
Initiator is not Work item reports
AND
comment.isinternal equals false
If the above Conditions are met, this is the notification rule I created:
Comment History:
#issue.comments.reverse
created
author.displayName wrote:
body
/
Is my condition above the problem?
Thanks!