How to get visual indication that a customer has replied to a ticket

Steve Dubois

I would like a visual indication on my dashboard that our customers have replied to our ticket.

I cannot find the "Comment Status" option in my JSM column settings. That option is not available. Has that option been removed or it is only available with the premium version of Jira?

Christopher Yen

Hi Steve, an alternative solution we use is when an issue is pending customer response we set it to a specific status in our case "Waiting for Customer" which pauses the SLA and then we have an automation that transitions the issue back into "In Progress" once a response is received.