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.
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.
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.
Badges are a great way to show off community activity, whether you’re a newbie or a Champion.Learn more
...+ reading Fantasy). The same is true for him at the bank he works for: Efficiency is key when time literally equals money. Read on to learn how Sergey makes most of the time he has by...
Connect with like-minded Atlassian users at free events near you!Find a group
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no AUG chapters near you at the moment.Start an AUG
You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs