Email notifications on help tickets

[levelupedtech]

Hello, my school is evaluating Jira Service Management for our internal IT team to support our staff members. One thing I've noticed is that when I add comments or the end user adds comments to a help ticket, only that most recent comment is included in the email. This means that I can't tell the context of the conversation. Many other help desk solutions provide the whole conversation. Is there a setting I need to change to enable this?

[Jack Brickey]

Unfortunately there isn’t a way to do this OOTB. There is an open suggestion for this. You might consider using an addon for this. In fact I use Email This Issue addon for one project that requires this very solution.