This is an incredibly important feature for JSM to function properly. Having more than one location for comments is poor practice and will always lead to missed information. Not having this functionality also completely removes the ability to have comments as a trigger for jira automations that are valuable for streamlining team processes. This needs to be reconsidered.
Samantha Mader commented
19 Sep 03:07pm
Not having this means that comments are missed since there are no notifications and no automations or metrics can be set based on customer comments including time waiting on the customer. This is unacceptable and not a true connection between Salesforce and Jira
Guest commented
15 Jun 02:33pm
I can't understand how this is unlikely to be implemented ?
Even a feature to allow some SF comments to be appear under comments tab would be essential !
We might change connector because of this
Joel Marlow commented
6 Jun 03:08pm
If the comments appear under comments tab then when you are watching a JIRA case you will get email. Otherwise there is no indication and even worse closed JIRA cases would have no easy way to know it needs to be reopened.
Myrna Hol commented
4 May 02:30pm
It would be so much more user friendly if all the comments can end up in the same place.
Thomas Nelson commented
26 Oct, 2021 07:02pm
This is also important for our workflow because our Engineering team doesn't want to look into another tab to find information. (How do they know there is information there?) If you can show on the regular comments tab it would be much appreciated.
Guest commented
13 Oct, 2021 10:06pm
I agree, this helps for true transparency between Jira and salesforce. Our SVP of Customer Success insists on the JIRA developers and customer support not having to switch between comment tabs.
Veronika Lovrantova commented
7 Sep, 2021 04:21pm
This is a much required feature - it was one of the first things our Support team asked for when we started looking into migrating customer support over to SF Service Cloud. Forcing JIRA users to look into Salesforce Comments already failed with our previous ticketing platform - comments in the second comments tab got missed all the time and this resulted in more internal confusion and misalignment among the 2 teams working with 2 tools - Salesforce vs. JIRA.
Andrew Kaiser commented
10 Jun, 2021 07:13pm
I would like this as well. Our developers aren't checking the "SalesForce Comments" tab, and items are being missed.
I don't mind seeing the comments replicated twice in SF, but give me some way to make those comments visible on the Standard Comments tab.
Guest commented
18 Dec, 2020 08:48pm
Its inconvenience for the users to switch between tabs to see different tabs.. Salesforce comments should show under regular Jira comments
Merly Thomas commented
2 Nov, 2020 03:58pm
This would help for true transparency between jira and salesforce
Lindsey Hogan commented
17 Aug, 2020 09:20pm
it's more clicks to show another subtab
Admin
Shared ServiceRocket commented
15 Jul, 2020 07:07am
Hi @Sergiy,
Can you please share with us why the current implementation of the Salesforce Comments is not suitable for you?
Guest
This is an incredibly important feature for JSM to function properly. Having more than one location for comments is poor practice and will always lead to missed information. Not having this functionality also completely removes the ability to have comments as a trigger for jira automations that are valuable for streamlining team processes. This needs to be reconsidered.
Not having this means that comments are missed since there are no notifications and no automations or metrics can be set based on customer comments including time waiting on the customer. This is unacceptable and not a true connection between Salesforce and Jira
I can't understand how this is unlikely to be implemented ?
Even a feature to allow some SF comments to be appear under comments tab would be essential !
We might change connector because of this
If the comments appear under comments tab then when you are watching a JIRA case you will get email. Otherwise there is no indication and even worse closed JIRA cases would have no easy way to know it needs to be reopened.
It would be so much more user friendly if all the comments can end up in the same place.
This is also important for our workflow because our Engineering team doesn't want to look into another tab to find information. (How do they know there is information there?) If you can show on the regular comments tab it would be much appreciated.
I agree, this helps for true transparency between Jira and salesforce. Our SVP of Customer Success insists on the JIRA developers and customer support not having to switch between comment tabs.
This is a much required feature - it was one of the first things our Support team asked for when we started looking into migrating customer support over to SF Service Cloud. Forcing JIRA users to look into Salesforce Comments already failed with our previous ticketing platform - comments in the second comments tab got missed all the time and this resulted in more internal confusion and misalignment among the 2 teams working with 2 tools - Salesforce vs. JIRA.
I would like this as well. Our developers aren't checking the "SalesForce Comments" tab, and items are being missed.
I don't mind seeing the comments replicated twice in SF, but give me some way to make those comments visible on the Standard Comments tab.
Its inconvenience for the users to switch between tabs to see different tabs.. Salesforce comments should show under regular Jira comments
This would help for true transparency between jira and salesforce
it's more clicks to show another subtab
Hi @Sergiy,
Can you please share with us why the current implementation of the Salesforce Comments is not suitable for you?
Best,
Aidin -Product Manager