Jira Service Desk - Customer Facing Comments

[Gary McAdams]

Hi,

We're using Jira Service Desk as our technical support channel for all of our products.  The ability to communicate back and forth with the customer through the comments is great, and it's also nice to be able to leave 'internal only' comments.

My question is what other users do to ensure that internal comments aren't accidentally shared with customers?  In our experience it is VERY easy to make this mistake, so I'm just wondering if anyone has any special safeguards or tools that they use to help avoid making what could be a very big mistake?

Any insight would be greatly appreciated, thanks!

[Ajay _view26_ · Accepted solution]

:)  The easiest way is to take a deep breath and make sure you are not in a hurry before you click the  "Share with customer" BLUE button

[Gary McAdams]

I think you're right, and I know that we can't write software to replace human thinking, but thought I would at least ask the question.  Thanks for the response!