How can I communicate with customers from a Jira Software project?

Question

In a JSM project, you can add a comment which will be seen and received by the customer of the issue. My question is, whether that is possible from a Software project (maybe via an automation...?).

The initial request comes through our JSM Project and if it is a specific problem that needs to be solved by a different team, the ticket is cloned to a software project. Sometimes colleagues need more information directly from the customer and there comes my question - how can they communicate directly with customer, without having to involve colleagues from the JSM project?

Thank you :)

Dave Mathijs · Accepted Answer

Hi @Anna Bodyl welcome to the Atlassian Community!

You cannot. With a Jira Software license, you can only add an internal comment in the service project (in JSM) to the agents of the project. You cannot add a comment visible to the customer.

Jira Service Management allows unlimited customers. But in order to prevent the bypass of a more expensive JSM license (because JSW licenses are cheaper), you need to be an Agent of the service project in order to communicate directly with the customer.

Depending on whether the service project is for internal/external customers, they may be other ways to communicate (f.e. via Slack or Teams).