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Talk to customers or team members from the old issue view

We're rolling out a new issue view for Jira Service Management, with one consistent screen to view and edit issues. It looks a little different and some procedures have changed slightly. Learn more about the new issue view.

Agents and administrators can communicate with the customer who raised the request from the issue view.

To communicate with the customer from the issue view:

  1. Go to the Activity section of the issue view.

  2. Select Click to add a comment.

  3. Type your comment.

  4. Select Share with customer to communicate with the customer or Comment internally to restrict the conversation to service project team members only.

Your conversation with the customer is recorded in the Activity section.

Additional Help