Hide "Reply to Customer" Option from Comments Box

Question

Hi team,

Is it possible to hide the "reply to customer" option from view in the comments box?

The reason for doing so is that from a UX perspective, the two options are two close to each other, which give rise to risks of a staff updating comments internally but accidentally replying to the customer instead.

To avoid the such risks, we have disabled the "reply to customer" option and only using email as our means of external communication.

Great if we can also remove the words so that our staff will not mistakenly reply to clients using that function, thinking that it works.

Looking forward to seeing an improvement to this aspect in the near future.

Thank you!

Hannes · Answer

@Benjamin Tong : Even this is an old topic -> You can. You have to use Jira Software Licenses instead of Jira Service Licenses in the Service Project - this would do the job.

But: With Software you have a lack of Service functionality, so you have to consider if your process will work also with JSW Licenses.

Best,

Hannes

Benjamin Tong_bma9f3 · Answer

Thanks @Jack Brickey . We have already disabled the function, but would be great if the button can be hidden as well.

The UX can be improved so that the risk of an user incorrectly selecting the wrong option will be significantly lesser. Hopefully Jira Service Desk can consider this improvement.

Jack Brickey · Answer

You can’t remove the button but you could simply disable customer notification for Public Comment so even if an agent used the respond to customer the customer would not see it.