User is not seeing history when a 'reply to customer' comment is made.

Question

Currently when we use 'Reply to Customer' field, only the current comment is sent to the user.

When the ticket comments go back and forth a few times, the user does not see the history for the ticket; they do not see the past comments (by them or the support team) that have been made.

Is this a JIRA setting? Is it possible to include all of the history when a reply is made?

Angélica Luz · Answer

Hello @Kim Fain,

Thank you for reaching out to the Atlassian Community!

When it comes to customer notifications, the messages are only batched if the changes on a ticket are made in a short period of time. For example, if an agent adds two comments and changes the status of the ticket, only one notification will be sent to the customer.

There is a feature request suggesting improvements for that:

Include request history in customer notifications

Please, click on vote and also watch the ticket above to receive updates from our product managers.

Kind regards,
Angélica

Maura Swart · Answer

I don't know if there's a setting to change the email, but the customer can click on the link in the email and see all the comments in the ticket.