JCSM - customers commenting on other customers tickets in portal

Question

Rovo is telling me there is a setting that I can toggle on to allow customers to comment on other customers tickets within their portal 
I can't find this setting?

You need to go to the Customer Experience settings (the portal configuration) rather than the project settings:

* Click the Product Switcher (9 dots) in the top-left and select Service Management.

* In the sidebar, click Customer experiences.

* Select the experience linked to your project (likely named McCarthyCSMTest).

* Click Customer access in the sidebar.

* Find the setting: "Can customers comment on requests they can view?" and set it to Yes.

Marc -Devoteam- · Answer

Hi @Shelley Bowie

Check this documentation; https://support.atlassian.com/customer-service-management/docs/manage-customer-access-to-your-channels/

The option provided by AI doesn't exist.

Shelley Bowie · Answer

Thank you.  I have this set for visibility, but I am specifically looking for a solution that allows Customers in the same organisation to comment on each other tickets.  Rovo suggests this is a swtich/toggle, but I have not been able to find it.

Ajay _view26_ · Answer

Hi @Shelley Bowie

The documentation which you are pointing out refers to JSM feature instead of the CSM feature ..

Open your JSM project → go to Project settings (gear icon in the left sidebar).

Click Customer permissions (it might also be labeled "Request sharing" depending on your JSM version).

You'll see a section about who can see requests. Make sure "Customers in the same organization" or "Customers in the portal" is selected — this controls visibility.