Convert internal Service Desk comment to shared with customer

Question

Hello,

As an Agent I want to make an internal comment made by a Developer visible to a Customer.

The idea is to edit the Developer's comment as an Agent (the blue button "Share with customer" is visible and active), but when pressed the edited comment is not published to a Customer portal.

Are there some permissions to set for a Developer Project role?

Thanks for the answer or suggestion how to make a workflow.

Sandra Toppin · Answer

We have the same issue. Also for new staff, those with English as a second language, it is sometimes best for them to write their reply as an internal comment, assign or share the ticket with an agent who can edit the reply before sharing with the customer.

Brittany Steed · Answer

If Atlassian produced a "last comment" variable for Service Desk automation rules, that would do the trick!

Borut Bolčina_bce4p9 · Answer

Thanks Jack, I am well aware of the current intended workflow, but...there is always a "but".

We, and I am sure many others, have a case where Customers are tech-savvy and can handle well written answers from Developers (Collaborators).

It is a waste of time for an Agent to manually copy/paste/reword the Developer's answer if he/she determines that the Developer's answer is valid. So, I think there should be an option for an Agent just to elevate/approve and share the answer forward to a Customer. That is quick and responsibility is still in Agent's actions. As a side effect, the Developer and the Client will not be inclined to communicate via any other channel if they would not be satisfied with the delay Agent can cause.

I think this is a very valid scenario Atlassian should consider.