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Add a note or warning before replying to a customer

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!

1 answer

0 votes
Esther Strom
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Apr 12, 2023

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.

2023-04-12 10_38_33-[ESD-3] Another automation test - The Jira of Champions - Brave.png

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