Ability to reply to customer comment in jira service management

[Funmilola Ajayi]

I have a Jira service management project. We don't want to grant the user service desk team role in the project but we want them to be able to reply to customers in the comment section. I have created a role "reviewer "and granted the role transition issue, Add comments, Edit issues,  browse project, and create issues permission but the user is only able to add internal notes only. Any help will be appreciated.

[Fabio Racobaldo _Catworkx_ · Accepted solution]

Hi @Funmilola Ajayi ,

just Service Desk Team (Agents) can reply to customers. All other users (collaborators) can't do that.

Please take a look to the following article https://support.atlassian.com/jira-service-management-cloud/docs/what-are-user-types-and-roles/

Fabio

[Funmilola Ajayi]

Thank you for your assistance