Missing 'Reply to Customer' option as of 18 Sep 2024

[Hanafi Sapei]

Hi, I have been using the 'reply to customer' option for ages but just yesterday (18 Sep 2024), I was prompted to relogin to JIRA (using the same credentials) & noticed that the 'Reply to Customer' option is missing. I've checked on my access & also my team's access rights & we still have the 'Service Desk' rights. Any help on this is greatly appreciated. thanks!

[Trudy Claspill · Accepted solution]

Hello @Hanafi Sapei 

Welcome to the Atlassian community.

Check with the Organization Admin for your Atlassian Cloud, or the Jira Admin. Ask them to check if you and your team members are still granted an Agent license to you JSM product.

If you don't have an Agent license then you won't have the Reply To Customer option.

[Hanafi Sapei]

Hi @Trudy Claspill 

Thanks for your reply. Could u share the steps on how to navigate to this page? I may not have the admin rights to view but I can ask my assigned admin to check.

Thanks

[Trudy Claspill]

Admins with appropriate access may access user management from the cog/gear icon on the right side of the menu bar in Jira. Another path is through Organization Administration at https://admin.atlassian.com, and then through Directory, and then Users.