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This article explains how to respond to a ticket in Jira Service Management.

Step-by-step guide

1. Once you have identified the ticket in your queue that you’d like to work on, click the ticket number / Key to enter the ticket view.

2. Scroll down to the Activity section of the request. This is at the bottom of the screen.

3. If Comments is not already select, click on it.

4. Click on Reply to customer and add your comment in the message field to respond to the customer.

5. Click Save to save your comment and send your response to the customer.
   

   

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