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Default comment resolve ticket

Tim Tøfte

Hello,

After the update in Jira the default comment is set to "add Internal note".

Before the update, default was "Reply to customer"

This can make some problems when support resolves and forgets to set to "Reply to customer".

Is it possible to change this to default "Reply to customer"

We have jira cloud

comment Jira .png

Accepted answers

Marc -Devoteam-

Hi @Tim Tøfte

This is not configurable.

Atlassian changed this on request of the majority of customers usgin JSM.

Yes, and of course the customers not wanting this are now not "happy" .

This has been a discussion for many years as years and years ago it was set as it is set now again, then it changed and now it changed back again.

You could vote for this feature request to have this configurable, JSDCLOUD-1928

All comments

Marc -Devoteam-

Hi @Tim Tøfte

This is not configurable.

Atlassian changed this on request of the majority of customers usgin JSM.

Yes, and of course the customers not wanting this are now not "happy" .

This has been a discussion for many years as years and years ago it was set as it is set now again, then it changed and now it changed back again.

You could vote for this feature request to have this configurable, JSDCLOUD-1928

Julia H.

Due to the recent change that all comments on the resolution screen are now suddenly INTERNAL (without a message from Atlassian!), we have escalations because our customers don't get the resolution comments anymore as our agents are working "as usual" and now the default has changed to internal instead of reply to customer.
Now we have to inform the whole company to be aware of this and change their behavior because of the fact that this is NOT CONFIGURABLE from admin side!!

Dick Lee

Simple solution would have been to make is configurable so customers can have what works best for them instead of forcing one option over another.
*EDIT, found the post that this is now fixed as an option.

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