Add "Side conversation" to a ticket

[Steeve Piette]

Hi everyone

New user of JSM, currently on trial, and trying to see if JSM would be best choice for our company.

Point is ; Direction want everyone to be on only one platform. (no way we use JSM in a team and something else elswhere)

Our Customer Team already did a try with Zendesk, they are mostly satisfied with it, but not closed to the idea of switching to something else.

But, main goal for them is to be able to do everything they can already do in Zendesk, at least

One of those things they use is the "Side Conversation"

Let say , we got a Ticket from "Personn A"

They can create a side convo inside the ticket, to contact someone outside JSM, even outside compagny.

By this way they can directly link issues content.

This person will receive an E-mail , with the informations inside (no need to be portal user)

They can directly answer to the Email, and it will auto associate into the "Side conversation" of the ticket.

While doing this "Person A" won't receive any notification nor can see anything about this side conversation.

This feature, or possibility to work like that seems to be a major thing for them.

As an IT...JSM look better for my Team...but I must find something that can be enough for everyone...

Any idea on how to work that would be appreciated.

Thanks a lot

[Mikael Sandberg · Accepted solution]

Hi @Steeve Piette,

Welcome to Atlassian Community!

JSM do not have the "side conversation" that would allow you to include external users with no access to your instance. Internal notes can be used for internal conversations that is not visible to the customer, and you can set it up so developers can go in and add their internal notes, or if needed you can use developer escalations.

In order to include external users you could work around it by creating a new request that is linked to the original one and then copy that conversation into the original one if needed via automation.

[Steeve Piette]

Hi @Mikael Sandberg ,

thanks for your answer, and for greetings ;)

Was afraid of the response...but pretty happy that there seems to be a workaround.

If it's not too much to ask...how would you "make it" through automation?

Side conversation could be "Side ticket" ...can make sense ...But I don't see the automation part there?

[Mikael Sandberg]

You could use automation to copy any comments from the side ticket into the main one if needed, but if you link them then it might be easier to just go to the side ticket to see any comments.

[Steeve Piette]

Thanks for this @Mikael Sandberg 

I will ask in automation community about idea how to handle this.

Still learning (started trial a week ago... still figuring how to setup everything :) )

Have a great day !