Is it possible to send the last x comments of the ticket to the customer?

[Mathias Koprek]

Hi,

So some of our tickets take longer to work on.

Is there an easy way to sent the last 3,4 or 5 comments to the customer awhen an agent comments the ticket and is asking for additional information etc. ?

Yes the customer could just login into the portal and check the history of the ticket. It isn´t that hard to do in my opinion :)

But we have some customers that would like to see the history of the ticket in the last mail they get from the system.

Kind Regards,

Mathias

[Dave Liao · Accepted solution]

@Mathias Koprek - hi Mathias! There's no out of the box way to re-send recent comments in Jira or JSD.

You could possibly leverage an add-on to do this. I suspect some customers would find this noisy/wasteful, maybe?

Of course, if customers are receiving Jira notifications in their email inbox, kindly remind them that they may review their last few emails if they're not able to log into the customer portal. I'd also remind them that the customer portal for issues is mobile-friendly.

[Mathias Koprek]

I for myself would find it annoying.

It was a request from on of our customers.

Maybe I can explain it to him that he will get even more messages in his email inbox :)

Thanks!