Confirm that a Message was Viewed

[Andrea Aznar]

Hello, 

Is there a way to confirm that a message/response was viewed? Some of our users complain that they did not see the response to their ticket. 

Thank you, 

Andrea Aznar

[Nic Brough -Adaptavist- · Accepted solution]

Message?

[Andrea Aznar]

Nic, like when a service desk agent comments on a ticket. We would like to be able to confirm that the Reporter viewed that comment.

[Nic Brough -Adaptavist-]

There is no way you can do that.  Jira doesn't track view-only access.  You have no control over the user's email to see if they have opened a notification.  And in both cases, you have no way to read their mind to see if they've actually read it at all.

Have a think about the chain of communication, the best you can do is validate that your notifications are at least sent (check mail logs for errors etc).