Responding to a ticket

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 view the ticket.


  2. 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).

  3. Click on the Comments tab if not already highlighted/selected, then click on Reply to customer.


  4. Add your comment in the message box to respond to the customer.

  5. Click Save to save your comment. This reply will be emailed to your customer.

Need help?

Contact the IST Service Desk online or 519-888-4567 ext. 44357.

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