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Issue/comment history when agent replies to customer

Leon
Leon
Contributor
July 2, 2021

Some customers will never use the portal and will only email. I notice that when the agent replies to customer, no previous communication in kept. There is no context to the reply.

How is the customer suppose to keep track of what has been said over a number of email exchanges?

 

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Jack Brickey
Jack Brickey
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July 2, 2021

There is an open suggestion on this currently being worked on by Atlassian - JSDCLOUD-2044 . If you need something immediate you would need to look at an email handler add on. I currently use JETI and JEMH is another option.

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Jira Service Management
Jira Service Management
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