Is it possible to add a customer visible comment without it notifying the customer?

[Gareth Jones]

Perhaps a bit of a niche use case, but I was wondering if anyone had any advice on whether we're able to achieve the following.

We have a weekly support session with one of our customers whilst they're in implementation stage. An agent will work on their tickets Mon - Thur, then on Friday they'll usually have a session to go through them all and apply fixes. This type of setup usually lasts around 4 weeks.

What we'd like to be able to do during the week is add customer visible comments to those tickets, but without it spamming the customer everytime one is added. Is there a way to achieve this?

I know we can add internal comments. Unfortunately we want the customers to be able to see what we add, but without emailing them. Currently we're just having to add this to the bottom of the 'Description' which is fine as a workaround, but not ideal.

Any ideas how we could achieve this?

Thank you.

[Charlie Misonne · Accepted solution]

Hi Gareth,

Every Jira Service Management project has its own Customer Notifications in the project settings.

One of the triggers to send a notification is the Public comment added event. You can enable/ disable it easily for the period of time you need it.

That's the easiest way and I don't have another way to recommend in mind.
If you want it to be more dynamic based on a date range or some kind of field or other meta data you'd need to rework the notifications yourself with automation rules or a plugin and disable all standard notifications which is a hassle.

[Gareth Jones]

Hi Charlie,

Thanks for that. I had considered disabling all notifications and creating my own automation rules but for quite a small bug bear I decided I didn't want to take the risk.

Thank you for the feedback though. Unfortunately as we have a number of customers and agents in each project, disabling the notifications temporarily also isn't an option. 

No problem, we are happy to carry on adding it to the description for the time being, but I thought I should at least ask the question.

Thanks again,

Gareth