Confirm that a Message was Viewed

Andrea Aznar March 23, 2018

Hello, 

 

Is there a way to confirm that a message/response was viewed? Some of our users complain that they did not see the response to their ticket. 

 

Thank you, 

 

Andrea Aznar

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Nic Brough -Adaptavist-
Community Leader
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March 23, 2018

Message?

Andrea Aznar March 23, 2018

Nic, like when a service desk agent comments on a ticket. We would like to be able to confirm that the Reporter viewed that comment.

Nic Brough -Adaptavist-
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 23, 2018

There is no way you can do that.  Jira doesn't track view-only access.  You have no control over the user's email to see if they have opened a notification.  And in both cases, you have no way to read their mind to see if they've actually read it at all.

Have a think about the chain of communication, the best you can do is validate that your notifications are at least sent (check mail logs for errors etc).

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