Project Admin who cannot 'Reply to customer'

[Laurence Barry]

I have 2 users in a project with exactly the same permissions (both project admins) - one can add Internal notes and Replies to customer and one can only add Internal notes (doesn't see the Reply to customer option). Why?

[Mathew Lederman]

@Laurence Barry It sounds like one user has Jira Service Management license and the other does not (potentially a regular Jira license). The JSM license is required to reply to customers, while non-licensed users with project access can only add internal comments.