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Convert internal Service Desk comment to shared with customer


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.


3 answers

The idea of JSD is that only the Agent can interact with the customers. You cant set permissions to allow a developer to comment to an customer.

Yes, that is why I (as an Agent) want to have an option to somehow edit/clone/approve the Developer's comment to be shared with Customer.

Currently the Developers are communicationg with Customers directly by email and phone. This makes resolving issues quick, but messy and we want out of that email communication hell.

So, I am looking for a middle ground, a solution which will not create a bottleneck on an Agent and will still make communication efficient.

Any idea?

Like Oliver Eckle likes this
0 votes
Jack Community Leader Aug 22, 2017

@Semi Kefi _demicon GmbH_,

This is exactly why there are internal and public methods. The developer (collaborator) places a 'wordy' comment into the ticket the Agent, wanting to share some but not all of the details, will copy the comment into a new comment and edit for customer consumption then click Share with customer.

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.

Like Oliver Eckle likes this

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.

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

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