How can we configure Jira Service Management to effectively notify collaborators when their assistance is needed on a support request and allow them to see which requests they've already responded to with an internal comment?
In our JSM project, we have multiple agents handling hundreds of support requests daily. Often, we require the help of collaborators from different teams (such as dispatching, administration, sales, etc.) to investigate and assist with support requests. When an agent needs assistance, they add an internal note addressed to the relevant collaborator team. However, as there are multiple collaborators within a team, we are looking for best practices to:
- Ensure collaborators are notified when their assistance is needed for a support request. (Not by email, but through a filter, custom field,...)
- Allow collaborators to easily see which support requests they've already replied to with an internal comment.
We would appreciate any guidance or advice on how to configure JSM to meet these requirements and streamline our support process, perhaps also through automation.
Thx,
JJ
