Someone asked if this worked on a service desk — so I made it work on every Jira product
Hey Atlassian Community — Eric here from DataPingo.
Back in July I posted about getting tired of commenting on Jira tickets one at a time, and building one page to do all of them from. The thing that kept coming back after that was some version of the same question: does this work on a service desk?
Until recently the honest answer was no. It worked on ordinary Jira issues, and that was it.
The original idea was one comment posted to every issue you selected. On a service desk that really only fits an outage: twenty customers, one update, send. Every other day in a queue, each request needs its own answer.
So the focus shifted. Bulk Comments is now built around a different comment per issue, and that's what made supporting the rest of Jira worth doing.
Before I get to the rest — if you're regularly leaving the same kind of update across a batch of service desk requests, I'd like to know how you're doing it today. Automation rules? A script against the API? Or just working the queue one request at a time?
The bit that made service desks different
On Jira Software a comment is a comment. Everyone on the issue sees it and that's the end of it.
On a service desk it's one of two very different things. An internal note is seen only by agents. A reply to the customer reaches the customer and emails them. Same request, same action, completely different consequence — and getting it wrong sends mail you can't recall.
What changed
Bulk Comments for Jira now works across every Jira product — Software, Work Management, Service Management, Customer Service Management, and Product Discovery. They share one list, so a support queue and a product discovery backlog sit side by side and you just tick what you want:
For each request you choose: an internal note, a reply to the customer, or both. It's per request, not per batch — so three customers can hear back while two others just get a note for the team, in the same send.
Below, SUP-1 is getting both, and the send button counts them separately — six comments, three of which reach a customer:
One comment for all is still there — for when the note really is the same for everyone.
Two things that are gone
Worth being straight about these, since both were in that July post.
Undo has been removed. On a service desk the email is already sent by the time you press it — deleting the comment doesn't unsend the mail. A confirmation that tells you how many customers the send will reach replaces it.
Copying an existing comment onto other tickets is gone too. One comment for all already does that job — it was two routes to the same result.
When the send finishes, every request reports back which of the two it got, and whether it went out at all:
If it still doesn't fit how you work, I would like to know. That's how this one got built.
If you want to see what I built:
Bulk Comments for Jira — Atlassian Marketplace
datapingo.com