Show all comments by default

George G_t7fxnl

Hi,
We require all comments to be visible by default on all issues. Currently it only shows the last 5 comments, the rest are hidden and must be expanded manually.
Our issues have ongoing discussions and as a result clients are missing comments and it is causing problems.
This would be fine if used for its intended purpose of leaving internal comments, but when paired with JSM and used in a help desk context it is severely falling short. Is it possible to change this default behaviour?
Thank you

Dave Mathijs

Hi @George G

The public comments are available for customers and can be seen in the portal request. May an extra expand click be necessary? Yes. A lengthy thread of dozens of comments doesn't seem particularly useful either. Mostly, it's the last comments that indicate the next step, feedback or action to be taken.

In case of ongoing discussions back and forth you may ask yourself if the issue/request is the best channel going forward. Maybe a video call with the customer to sort out any questions may be the better option.

PS: I like your avatar, D-FENS!