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I recently set up a Service Management project. I am set as an admin on the project and I have added several Service Agents. When we started getting tickets, we noticed none of the Service Agents had the "Reply to Customer" option when adding comments. To resolve this I went as far as making all the Service Agents Admins on the project and I'm still not able to get the Reply to Customer option to appear for anyone but me.
Is there a hidden setting somewhere I'm missing that turns this feature on?
In order to reply to the customer the users must have a service desk license. Sounds like they all have Jira licenses but are missing the service desk license. You can manage product access by following the information here: https://confluence.atlassian.com/cloud/manage-application-access-744721629.html Once they have access to service management product they should be able to add comments to the customer.