End users have 'Comment Internally'

I'm using JIRA Service Desk. My end users only have "Comment Internally" as an option when using the standard (non service desk) UI and are able to see tickets that are marked with "Internal". How do I fix this? 

2 answers

Hi Tim,

not sure who are your "end users". External customers? Internal JIRA users?

Please note that only JIRA users holding an Agent license have the "reply to customer" functionality.



0 vote

There's nothing to "fix" here.  Internal comments are made by people on your teams.  External comments are made by Agents to go to the customers.

Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...

3,345 views 14 20
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot