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Change Default comment response from Internal to "reply to customer"

Adam Schoenemann February 21, 2024

Is there a way for an admin to change the default comment reply from "Internal note" to "Reply to customer"?  This can either be just for Help/Issue tickets and or system wide. 

Most help desk/issue ticket replies will be from IT to our end users. We don't have any external facing replies with our service desk. It's 100% inside employees only. 

If we ever need to do research or dig into a larger issue we create a new internal OPS ticket and link it to the help desk issue so all of our internal communication is kept separate and keeps the main ticket smaller and easier to read for future use, helps prevent confusion, etc. 

Along with the default change would this change or can we change the hot key "M" to also be reply to Customer vs internal note? 

1 answer

3 votes
Bailey Hecksel February 21, 2024

Adam - our Org struggles with a similar issue and I've not found a way to change this. I think it's a limitation of Jira Cloud.

Adam Schoenemann February 22, 2024

Hi Bailey, 

Thank you for your response, glad to know I'm not crazy :)


Do you or anyone who reads this know of way to submit and or talk to developers to get this feature added? I was doing more digging in the forums here and seems like this is a rather popular/asked about before request. To have the ability to set the default reply option. 

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