Can I send internal comments to other people in the business?

Question

When receiving a ticket from a customer and I need to ask another department for some assistance in order to close the ticket,  can I send an internal comment as a private CC to someone's email address within the company? And if they reply, will it appear on the ticket as an internal comment? That way, all communication is done on the ticket?

Britta Neugebauer [yasoon] · Answer

Thank you for the shoutout, @Christopher Jaksch 💙

If you need advice about Microsoft 365 for Jira, feel free to book a demo with me and my team from yasoon, @Jennifer Halil 😊

Christopher Jaksch · Answer

Hi @Jennifer Halil

this is possible to achieve but needs some workarounds and configurations in place.

* people from other departments you want to collaborate with on customer requests would at least need a Jira license to be able to login to Jira and do stuff
* you'll need to add them to a "collaborators" field (user picker) and give within project permission the "Browse project" & "Add comment" permission to the customfield "collaborators", so that these people only can see requests they need to participate in.
* With that setting you & your collaborators can have conversation via Jira "internal comments" and the customer won't be able to notice.

🔍 I found the following article for your requirement: https://success.atlassian.com/solution-paths/itsm/itsm-work-intake/collaborate-with-non-agents-in-jira-service-management-projects

💡 I recommend to have a look into Yasoon's app Microsoft 365 for Jira (Outlook Email, Teams, Calendar) so you can setup a MS Teams chat to add people from your other departments to have direct conversation via MS Teams chat.

I hope that moves you forward 🏃‍♀️

Best
Chris
catworkx