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Confirm that a Message was Viewed

Andrea Aznar

Hello,

Is there a way to confirm that a message/response was viewed? Some of our users complain that they did not see the response to their ticket.

Thank you,

Andrea Aznar

Accepted answers

Nic Brough -Adaptavist-

Message?

All comments

Nic Brough -Adaptavist-

Message?

Andrea Aznar

Nic, like when a service desk agent comments on a ticket. We would like to be able to confirm that the Reporter viewed that comment.

Nic Brough -Adaptavist-

There is no way you can do that. Jira doesn't track view-only access. You have no control over the user's email to see if they have opened a notification. And in both cases, you have no way to read their mind to see if they've actually read it at all.

Have a think about the chain of communication, the best you can do is validate that your notifications are at least sent (check mail logs for errors etc).