End users have 'Comment Internally'

Tim_Brigham February 20, 2017

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

0 votes
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.
February 20, 2017

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.

0 votes
Henri Volk _amily_ February 20, 2017

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.

Best

Henri

Suggest an answer

Log in or Sign up to answer