Unable to respond to customer



I am unable to find the button to "Respond to customer". In it's place is "share with customer". I've searched high and low across the internet without being able to find anything that solves this for me.

What'd I'd like to accomplish. 

Customers sends in a mail to our support mailbox, Jira SD picks it up and creates a ticket based on it. Everything works well that far. It's within the ticket I'd like to comment both internally and externally, the comment externally I'd like to respond to the customer, for obvious reasons but I can't get this to work.


I've tinkered with every setting I can think of, every role, every workflow imaginable and I can't get it to work any way I try.


Share with customer.PNG

2 answers



I'm not quite sure what's the issue, but the button 'Share with customer' will add a public comment in the ticket for the customer, they'll be able to see your reply.

0 votes
Jack Brickey Community Champion Aug 25, 2017

Respond to customer is part of the default workflow. Please check your workflow to see if that transition exists. If not you can add. Respond to customer is used to transition to Waiting customer typically. If you only want to send the customer a note then use the comment box and Share with Customer button.

hope this helps.

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