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Can I comment to customer without changing status?

Emma O'Flynn

Hi all,

Is there a way to add an extra button when commenting on customer tickets to just provide an update and not change the status to waiting for customer?

Currently I have share with customer and an automation rule to change the status to waiting for customer when that button is used. I still want to keep the automation rule, I just need a way to add a comment to customer without changing the status.

Accepted answers

Payne

The way we handled this is that we don't use automation on "share with customer" comments, just for the reason you cited - we sometimes wish merely to pass along information. We created a transition that solicits a comment and then changes the status to "Waiting for Customer" for times when we DO wish to change the status. You may consider doing something similar.

-Payne

All comments

Raynard Rhodes

Are you able to comment internally? If not can you change the rule to public comments will change to "waiting for customer" status?

Emma O'Flynn

Hi, thanks for your reply! I can comment internally but I need to provide status updates to the customer without the status automatically changing. I also need the option to comment to customers with the status changing.

Raynard Rhodes

I think that will be impossible since both will be going through the same channel. I don't think Jira can differentiate between giving the customer an update and waiting for customer to reply to last comment.

I will leave this one for more experienced members to tackle.

Payne

-Payne

Jack Brickey

yes. this is the correct method. change the automation

Respond to customer = notification and transition to waiting for customer

Share with customer = notification w/o transition

Emma O'Flynn

Thanks Jack. At the moment the only buttons that appear when commenting on tickets are share with customer(which changes the status) and comment internally. Is there a way to add a respond to customer button?

Jack Brickey

Go to Automation and find the rule that is changing the status on Share with customer and update so it does not. I thought by default there was a Respond to Customer ‘button’ at least there used to be. Regardless, you can add this transition between “waiting Support” and “waiting customer” or similar statuses. Then set up automation for when a customer comments it goes back to waiting Support. I can share my automation rule tomorrow if it isn’t clear.

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