Currently when we use 'Reply to Customer' field, only the current comment is sent to the user.
When the ticket comments go back and forth a few times, the user does not see the history for the ticket; they do not see the past comments (by them or the support team) that have been made.
Is this a JIRA setting? Is it possible to include all of the history when a reply is made?
Hello @Kim Fain,
Thank you for reaching out to the Atlassian Community!
When it comes to customer notifications, the messages are only batched if the changes on a ticket are made in a short period of time. For example, if an agent adds two comments and changes the status of the ticket, only one notification will be sent to the customer.
There is a feature request suggesting improvements for that:
Please, click on vote and also watch the ticket above to receive updates from our product managers.
Kind regards,
Angélica
I don't know if there's a setting to change the email, but the customer can click on the link in the email and see all the comments in the ticket.
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