Responding to a ticket
This article explains how to respond to a ticket in Jira Service Management.
Step-by-step guide
Once you have identified the ticket in your queue that you’d like to work on, click the ticket number / Key to view the ticket.
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Scroll down to the Activity section of the ticket located towards the bottom of the screen (i.e. below the text of the submitted request/ticket).
Click on the Comments tab if not already highlighted/selected, then click on Reply to customer.
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Add your comment in the message box to respond to the customer.
Click Save to save your comment. This reply will be emailed to your customer.
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Need help?
Contact the IST Service Desk online or 519-888-4567 ext. 44357.
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