Add internal and Reply to customer have been inversed

Hi,

There must be other users who struggles with this but a search here did find anything.

So, unless I'm getting old ;) the link to Reply to Customer and the one to Add internal reply have been switched:

Annotation on 2024-11-01 at 04-45-13.png

Before, the first one was Reply to Customer, and now, it's Add internal note.

This has the undesired effect that, when you hit the transition Reply to customer, if you are not careful, you actually add an internal note instead.

See, when you click here:

Annotation on 2024-11-01 at 04-47-41.png

Then this transition screen opens and it is set to Add internal note by default...

Annotation on 2024-11-01 at 04-50-33.png

It's actually the first time I stumble on a change made by the great team at Atlassian that is actually a draw back...

Anyone struggling with this ?

Anyway the switch back the links ? :)

2 answers

0 votes

Yes, this is really a big mess - please vote for a change to make this configurable for admins at least:

https://jira.atlassian.com/browse/JSDCLOUD-1928

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0 votes

No idea why this change was viewed as desirable. It caught myself and others off-guard.

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