Communicate with customers and team members from the work item view

You can communicate with the person who raised a request, or with another team member by adding a comment in the Jira Service Management work item. This can be used to ask clarifying questions, or to notify others about how how you’ve resolved the request.

Reply to customer

When you use the Reply to customer feature, the customer receives a notification of your response. This notification is typically sent via email and the customer can also view the response directly in the portal.

To reply to the customer:

1. Open the work item.

2. In the Activity section, select Reply to customer.

3. Enter your comment, then select Save.

Note that if the Public comment edited notification is turned off in project settings, customers will not receive an email notification when an internal comment is converted to a public comment. They will only see the comment when they view the request in the portal.

Add internal note

You can also add internal notes (the customer cannot see these) to get help from other members of your team or to notify them about the work item’s progress.

To add an internal note:

1. Open the work item.

2. In the Activity section, select Add internal note.

3. Enter your comment, then select Save.