The user is unable to reply to customer in JSM even after having all the accesses and permissions. He only can able to add internal note in comment section.
Hi @shivani shirguppi ,
This sounds to me that the user has not got a JSM license, only a Jira Software/Jira Work management license. Only agents (=somebody with a JSM license and the correct project permissions) can reply to customers.
Kind regards,
Rudy
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