Changing the "Reply to customer" tab/prompt

[Jackie Yeung]

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"?   

[Kian Stack Mumo Systems · Accepted solution]

@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.

[Jackie Yeung]

Got it, thank you for the clarification!