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On Jira Service Desk Cloud, today myself (admin) and my agents are unable to 'Reply To Customer' as the option is missing.
I have not changed any settings, and am unaware of any updates to Jira Service Desk.
Is there a setting that could have been defaulted, or is this a bug
Hi @Richard Bell,
I can't reproduce the issue, see below:
Can you check if you still have the Service Desk Agent permission in the project you're working on? You need to be an agent to be allowed to reply to customers.
Hope this helps,
Indeed, you should be able to add a public comment. Can you double-check using the Permission helper? You need to be a global Jira admin to access it: https://<your-site-name-here>.atlassian.net/secure/admin/PermissionHelperAdmin.jspa
Do you have any other Service Desk project on your Jira to check if it's broken everywhere?