Button 'Reply to customer' adds an 'Internal note'

[Юлия Лыткина]

Hi everyone,

we've just started using Jira Service Desk and faced an issue. Our team has several technical specialists to solve technical issues and one non-technical specialist acting as first line of technical support. Non-technical specialist has full access to Jira Service Desk and technical specialists can only view and reply tickets.

The problem is that when technical specialist wants to write something to ticket author and click button 'Reply to customer', after saving his comment it has mark 'Internal note' (and the comment isn't sent to customer). If 'issue old view' openned, only "Comment internally" option is available.

Why our technical specialists can't reply to customers (and button 'Reply to customer' acts wrong)? At the same time non-techinal specialist is able to send comments to customers.

[Jack Brickey · Accepted solution]

Only JSD agents can make public comments. If you want your technical specialist to be able to communicate with the customer then you need to make them Agents  just like you non-technical specialist. Alternatively the non-tech specialist can make the public comment.

[Юлия Лыткина]

Thank you.