Add a note or warning before replying to a customer

[Gabriela]

Hi!

Can we add a note or a message warning before we reply a customer?

Context: some internal agents just replied not considering that they're answering directly to a customer and that answer is visible in our Portal. When they clic on "reply to customer" they should see a warning.

Thank you!

[Gabriela · Accepted solution]

Thank you @Esther Strom !!

[Esther Strom · Accepted solution]

Hi, @Gabriela - agents should be using the comments from the Jira side (not the portal side). In Service Management projects, there is the option of adding an internal comment or replying to customer. Any comments using the reply to customer option are visible on the portal; that's just something your agents need to be trained on. There is no way to insert an additional action into that.