Notification format for internal comments on JIRA Service Desk?

R A

Currently, when an agent comments on a ticket in JIRA Service Desk - we have email notifications sent to watchers as well as other agents. If the comment is internal, there's no evidence on the email notification that this comment is actually an internal comment and not a response to the customer. Is there any way to customize or change this so that the email notifications show a distinction between internal comments and responses to customers?

As with some other ticketing systems, the option for another email address to respond with that would only be used for internal comments would be ideal - but I don't know if this possible with the current version of JSD.

Brandon Bowersox-Johnson

+1 for this suggested functionality. I'm not aware of any current support in JSD 2.2 for a visual distinction in emails or for having 2 addresses to reply to.

 

Note: The default behavior of JSD seems to be that any email replies from agents will default to being External comments, shared with the customer. It's important to educate customer support staff about that default behavior (since so many staff use email on their cell phones to comment on tickets at times). I'm not aware of any current way for Agents who are interacting by email to choose to make their reply an internal comment.