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Can customers add 'reply to customer' comments?

Alexandra Astor

We have two groups of customers, those in leadership roles and those that are independent contributors. When we give these groups comment permission, they can only add internal comments. Is there a way we can give them permission to use the 'reply to customer' comment option?

Accepted answers

Mikael Sandberg

In order to reply to customer the user has to be an agent and be assigned a JSM license. If a customer is added as a request participants they can add replies via the Portal.

All comments

Mikael Sandberg

In order to reply to customer the user has to be an agent and be assigned a JSM license. If a customer is added as a request participants they can add replies via the Portal.

Alexandra Astor

Is Service Desk Team the only role that can be used for an agent? Is there a way to give a group agent access to use the 'reply to customer' comment, but not the other Service Desk Team member permissions?

Mikael Sandberg

You could give a group agent access to only use the reply to customer by giving them comment permission. What controls if you can reply to the customer is the JSM license.

Alexandra Astor

Thank you! I tried this but am still only getting the 'add internal note' option. I really think that I was able to do this before, but now it isn't working. Could there be another permission that is preventing it? I'm at a loss.

Joseph Chung Yin

@Alexandra Astor -

I agreed with what @Mikael Sandberg stated in the thread. Can you provide how your agents (one with JSM licenses) on the project role and permission assignments screenshots?

This will allow us to advise further. Only agents (JSM licensed) users can reply to customers.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Alexandra Astor

Sure!

Joseph Chung Yin

@Alexandra Astor -

Can you try to give your group with the "Service Desk Team" project role since those users in your group are granted with JSM agent licenses as per your other replies?

NOTE - By default "Service Desk Team" project role members are the agents. However, keep in mind that this project role also has other permissions against the specified JSM project.

Best, Joseph

Alexandra Astor

I don't want to give the group access to the Service Desk Team, because that would include permissions they shouldn't have.

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