JCSM - customers commenting on other customers tickets in portal

[Shelley Bowie]

Rovo is telling me there is a setting that I can toggle on to allow customers to comment on other customers tickets within their portal 
I can't find this setting?

You need to go to the Customer Experience settings (the portal configuration) rather than the project settings:

1. Click the Product Switcher (9 dots) in the top-left and select Service Management.

2. In the sidebar, click Customer experiences.

3. Select the experience linked to your project (likely named McCarthyCSMTest).

4. Click Customer access in the sidebar.

5. Find the setting: "Can customers comment on requests they can view?" and set it to Yes.

[Marc -Devoteam-]

Hi @Shelley Bowie 

Check this documentation; https://support.atlassian.com/customer-service-management/docs/manage-customer-access-to-your-channels/ 

The option provided by AI doesn't exist.

[Ajay _view26_]

Hi @Shelley Bowie 

The documentation which you are pointing out refers to JSM feature instead of the CSM feature ..

Open your JSM project → go to Project settings (gear icon in the left sidebar).

Click Customer permissions (it might also be labeled "Request sharing" depending on your JSM version).

You'll see a section about who can see requests. Make sure "Customers in the same organization" or "Customers in the portal" is selected — this controls visibility.

[Shelley Bowie]

Thank you.  I have this set for visibility, but I am specifically looking for a solution that allows Customers in the same organisation to comment on each other tickets.  Rovo suggests this is a swtich/toggle, but I have not been able to find it.