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Reply to customer capability on JIRA software project

Habeeb Khan February 14, 2024

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 customers. Is there any way we could do it directly from software project?

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Nic Brough -Adaptavist-
Community Leader
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February 15, 2024

Welcome to the Atlassian Community!

Jira Software does not have the concept of a customer, so no, there's no way to do this.

You should really stick with your JSM project, otherwise you will need to open up your whole software project to your customers (obviously, I'll recommend sticking to read-only access for them).  

If you do add all your "customers" to your project, then you'll be able to notify them on comments (and any other changes), but you might not want to bother, as they'll be able to see the whole issue anyway.

If you do stick with your JSM project, then you could look into using an automation or script to provide a "comment to customer" function that could copy the reply to the linked JSM issue into the "public comment" bit.

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