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bopanna.kn
December 30, 2025

Is there a way to enable a toggle where i can choose either to reply or to reply all in the JSM ticket?

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Walter Buggenhout
Community Champion
December 30, 2025

Hi @bopanna.kn,

The short answer is no.

I am assuming that your question is from the agent perspective and that you would like to determine on a per comment/reply basis if you only want to send an outgoing notification to either the reporter only or also include the request participants.

Through customer notification settings of your JSM space, you can determine who should be informed when an event occurs. These events are:

Screenshot 2025-12-30 at 12.55.55.png

You can - for each event - determine if you want to notify all customers involved or just the reporter, which is pretty much the distinction you want to achieve, if I understand you correctly:

Screenshot 2025-12-30 at 12.56.24.png

However, this is linked to the event that occurs, not a toggle you can switch on/off for every comment being added.

Hope this helps / clarifies!

bopanna.kn
January 4, 2026

Thank you for your response Walter. I have added, "customer involved" and "reporter customer" options. I was pretty sure there is no option to select when i you are adding a public comment, just wanted to be sure though. :)

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