JSM Reply To Customer: Comment preview is unavailable

[Jon Cottrill]

We are just getting JSM setup sing the General service management for IT teams template. When we Reply to customer within a ticket, the customer receives an email with "Comment preview is unavailable". Emails that are sent when tickets are created seem to go through just fine. Is it weird that this basic functionality doesn't work out of the box?

[Paul Krueger]

This is by design, unfortunately. 

From Atlassian support: 

The static "Preview unavailable" customer notification message you're seeing is being sent due to a new limitation to Free and trial sites. This limitation prevents customer notifications from having user-generated content until the site is upgraded to the paid plan.

After you have completed the purchase of our product, in case it's desired, this limitation should be automatically lifted. This action was necessary to reduce the number of spam emails being sent out to customers, by redacting user-generated content in customer notifications. Apologies for the impact this may have on your team during the trial period.

[onklmaps]

Wow... That`s bad. 

[onklmaps]

This is an issue for us as well, and really a deal-breaker!

Some (most) of our clients are lazy and dont want to make an account in the servicedesk, they just want the email conversation. 

Has anyone found a solution? 

[Alexandre Danault]

This issue is still unresolved for me and others:

https://community.atlassian.com/t5/Jira-Service-Management/Replay-email-says-quot-Comment-preview-is-unavailable-quot/qaq-p/2556036

[Igor Medeiros - Modus Create]

Hi @Jon Cottrill 

I believe that our app Notification Assistant for Jira can assist you with this problem.

It allows you create fully customizable templates, notification rules, and more.

In this case, you could use it to create a notification on Issue Commented and add the comment to the notification body. (We also support adding the comment history, up to 10 comments).

Feel free to reach out.

[Jon Cottrill]

I never did figure this out and we ended up switching to ManageEngine ServiceDesk Plus. It seems Jira's best workflow is from within the client and not email if you are expecting meaningful response times. I still think Jira is a solid tool, just not the right fit for what we are looking for.

[Ives van der Flaas]

I'm experiencing the same issue, haven't been able to fix it.

[Jon Cottrill]

If anyone has any experience or ideas here, I'd be super appreciative. We're trying to determine if this is the correct solution for us (free or even paid) but it is tough without support.

JSM ticks a lot of boxes for us, but the email workflow, at least out of the box, has been one of the worst experiences I have had. I am hoping it is just me being dumb, but right now, I can't see it.