Internal Trainee Staff Jira Authorisation

[Simone Lechte]

We are currently migrating from another service desk software.

They have recently introduced a feature that allows us to review internal Agents responses prior to them being sent directly to the client. Is there anything like this within Jira Service Desk or does anyone have any workflows that could help us? 

[Angélica Luz]

Hello Simone,

Welcome to Atlassian Community!

When using Jira Service Desk, there are two options when it comes to comments: Internal and External.

The internal comments will be visible only to internal users that have permission in the project and the external comment is visible by internal users and the reporter/participants of the ticket.

In this case, the best option is to ask for the new agents to post an internal comment with the reply first, so an agent can review and if it's ok, they just copy and paste a new comment and share it with the customer.

If you have any other questions regarding this matter, please let us know.

Regards,
Angélica