Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal


  • Give kudos
  • Received
  • Given


  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Changing the "Reply to customer" tab/prompt

We are currently using Jira Service Management, but in our use case, the issue reporters are other internal company employees, not our external customers.  When someone on our team responds to an issue, they usually see 2 choices: "Add Internal Note" or "Reply to customer".  However, due to our use case, there is some confusion because the "customer" in this case is not an external customer of our company per-se.  

We are wondering if it's possible to customize this prompt (both in the Comments section of the main issue details page, and also in the status transition modals), so that we can change it to something like "Reply to reporter"?   

Screen Shot 2021-02-17 at 11.20.37 AM.pngScreen Shot 2021-02-17 at 11.19.34 AM.png

1 answer

1 accepted

1 vote
Answer accepted

@Jackie Yeung, no, that isn't possible. In Jira server, you could leverage some other tools and force the UI to display something different, but there is no way to do that in the Cloud.

Got it, thank you for the clarification!

Suggest an answer

Log in or Sign up to answer
Site Admin
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

241 views 1 6
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you