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Is it possible to respond as a Team or as a Group to a Customer Service Request?

We use a Jira customer portal to receive any bug/product feature requests, and want to know if we respond to a ticket, is it possible to respond as a Team such as "Customer Support Team" as opposed to our individual accounts?

This will help us encourage our customers to not reach out (or to accept help from) to a specific person on the team that oversees these requests. 

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Riley Sullivan
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Sep 25, 2023

Hello @Ash Sandhu 


This is achievable, but might not be in the way you are hoping. 


Here are the steps to set up Jira so agents can post comments that appear from the "Customer Support Team" user:

  1. Create a New User
    • Go to User Management in Jira.
    • Click on "Create User."
    • Enter the details for the new user and name it 'Customer Support Team'.
  2. Set Up Manual Automation
    • Navigate to the Automation section in Jira.
    • Create a new automation rule.
    • In the "Actor" section, select the recently created 'Customer Support Team' user.Screenshot 2023-09-25 at 8.36.28 AM.png
  3. Configure Manual Trigger and Input Prompt
    • In the same automation rule, add a manual trigger.
    • Check the box that says 'Prompt for input when this rule is triggered'.Screenshot 2023-09-25 at 8.36.54 AM.png
  4. Posting Comments as Customer Support Team
    • When you're working on a ticket, click on the automation button.
    • You will be prompted to enter your response. This response will then be posted as 'Customer Support Team'.Screenshot 2023-09-25 at 8.37.01 AM.png


Hope this helps!

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