Customer Service Management notification text won’t save — network error

Scott Ludwig

Hello Atlassian team,

We cannot save edits to customer notification text in Customer Service Management.

Site: https://switchbacklabs.atlassian.net
Customer experience: Switchback Labs Support
Notification: Public comment added

Changing ${event.user.name} commented: to New reply on your support request: while preserving ${comment} fails with:

“We couldn’t save your changes. Check your network connection, then try again.”

This reproduces with manual editing in normal and incognito sessions. Refreshing does not help. Existing notifications and customer replies work. The change does not persist after reloading.

This closely matches the following closed community report, where Atlassian opened a support ticket for investigation:
https://community.atlassian.com/forums/discussion/3181693/unable-to-edit-customer-notification-text-in-customer-experience-free-tier

Could Atlassian investigate whether our site has the same issue and advise a fix or workaround?

Thank you,
Scott
Switchback Labs

Jairo Merea

Hi Scoot

It indeed seems to be the same issue. I will cc the representative who solved that previous thread so she can take a look at this case @Shalini Pradhan

Let us know how it goes