Reply to customer capability on JIRA Software Project

[Habeeb Khan]

Can you let us know if there is any way we could reply to customer via software project? So basically we are planning to implement a sync recipe from JSM project to software project wherein all tickets created in JSM will be automatically synced to software project. We will no longer be using JSM project. Everything will be done from software project. Hence, we don’t want to go to JSM project and open the ticket just to reply to customer. Is there any way we could do it directly from software project?

[Zoey Wang]

Hi @Habeeb Khan 

Yes, there is one way to make that happen at least. Just sync two types of project with automation so the customer's reply will get synced over back to the end of Jira software Project. By the same token, comments on Jira software project can be reflected on the other side. 

[Habeeb Khan]

Hey @Zoey Wang Thank you so much for the reply. I had this idea initially. But don't you think the ticket ID's on both the projects will different? Any idea what unique identifier I can use to match tickets from both projects?

[Zoey Wang]

Hi @Habeeb Khan 

That's good to know. Then why do you need this unique identifier to match tickets from both projects? For instance, could the related issue links meet the need to tie them to each other? 

[Habeeb Khan]

Hi @Zoey Wang I am sorry. I might just come across totally naive here. But I am new to JIRA. just started implementing a project for our Sales operations team 2 weeks ago. If possible, could you please give me more details on this? It would be really helpful for me to implement this solution. Thank you!

[Zoey Wang]

Hey @Habeeb Khan 

As an example. It will look like below: TEST -45 would be Jira software project vs. SER - 433 would be raised from Portal in JSM. So on either side, you can always see the linked issue. 

Having said that, not sure if that is suffice enough to your requirements. 

[Habeeb Khan]

Thank you so much @Zoey Wang I got it. I have setup a sync recipe the sync's both projects together and now I can see my ticket ID from JSM under linked issues in JIRA software. Also, I am able to sync comments on both sides. The comments made on software are synced to 'Internal comments' block in JSM.

But I am still wondering how can I setup something that allows me to sync comments (Only those comments that I wish to be visible to customer and not all of the comments) under the 'reply to customer' block on JSM

[Zoey Wang]

Hi @Habeeb Khan 

So what sort of comments need to be visible? 

[Habeeb Khan]

@Zoey Wang Thank you so much again for the reply.

So we will have few comments for the internal team and few comments that we would like to be visible to customer. For example ticket status updates related comments or comments requesting for more information from customer to solve the issue. What I have in my mind is that if I start a comment with the keyword /Replytocustomer then this comment should be synced to the 'Reply to customer' block in JSM for example: /Replytocustomer we will have your issue addressed by 15th March

All other comments which do not start with this phrase can be treated as internal comments and synced to 'Internal Comments' block in JSM.

However, if you have any other ideas in your mind on how to make only a certain comments synced to the 'Reply to customer' block in JSM, please let me know.

[Zoey Wang]

Hi @Habeeb Khan 

Check below - I assume you implement sync activities via automation in the backend - please add one more step to it. It should be able to achieve what you described. Once comment with "/Replytocustomer" in the comment, only the corresponding comment will get synced over to the other side. Let me know how it goes. 

[Habeeb Khan]

@Zoey Wang this is great. Thank you so much for taking some time out. I appreciate the help. I will keep you updated on it

[Zoey Wang]

Hi @Habeeb Khan 

If this works for you. Please accept the suggestion or solution where other people might encounter similar situations. So they can easily find it straight away. 

[Habeeb Khan]

Absolutely @Zoey Wang I will do that. Thanks a ton again!

[Habeeb Khan]

Hi @Zoey Wang

How can I accept your solution. There is no option here.

[Zoey Wang]

Hi @Habeeb Khan 

I think if you click here, you will be directed back to your post (perhaps login your Atlassian account first). Then you should be able to view our corresponding comments and pick up the comment/solution that helps you best. There will be something like "Accept the answer" on the left side of the comment section. Click on it and that should be good enough. Thanks

[Habeeb Khan]

Hi @Zoey Wang I have attached the screenshots. I don't see anything as 'Accept Solution'. I am logged in and also those 3 dots next to your comment does not contain that option

[Zoey Wang]

Hi @Habeeb Khan 

No worries! I see what happened with the post. As you raised the question as a discussion rather than a question. So the "Accept Answer" mark is not shown at all. Otherwise, you won't miss it. Sorry, I didn't notice that initially.

I am so happy that the question got resolved anyway! 

Keep asking and keep learning!

[Habeeb Khan]

Hi @Zoey Wang  Do you want me to re-post it as a question? I want your efforts to be recognized by the JIRA community

[Zoey Wang]

Hi @Habeeb Khan 

I appreciated that - truly encouraged me to help more users in the community! 

I think that's okay for me to save you time. 

Please don't hesitate to ask any questions anytime! 

[Habeeb Khan]

Thank you so much @Zoey Wang and thank you for being so kind and helpful. I hope your answer here helps other community members as well 😊