Messaging agents within Jira Service Desk

[Allison Beaudry]

Hi All,

We are just beginning to implement Jira Service Desk in our company. I am curious as to how agents will be able to communicate with one another about a service ticket customer request. Is internal comments the primary method? If so, who receives a notification about an internal comment made within a service ticket? The Assignee and Requested Participant? Customers never see these comments, correct?

Thanks,

A

[Angélica Luz · Accepted solution]

Hello Allison,

Thank you for reaching out to Atlassian Community!

The best way for agents to update each other related to a ticket is by adding internal comments and mentioning the agents that must see the update.

When an internal comment is added only Watchers and the Assignee receives a notification. 

Internal comments generate system notification that is sent only to internal users, so the reporter, participants or customers added to the organization won't receive the notification and also the comment won't be visible in the customer portal (even for the agents), it's visible only internally for licensed users.

Regards,
Angélica