Internal comments in JSM from Slack

HelpDesk+ makes managing internal and external comments in Slack and Jira Service Management (JSM) simpler, ensuring privacy where needed while keeping all communications synchronized.

• Use a lock icon in Slack to mark comments as internal; these won't be visible to customers.

• Internal and external comments sync between Slack and JSM, maintaining context in both systems.

• Configure all comments to default to private, with the option to indicate customer-facing messages via a specific emoji.

• Private comments stay hidden in customer-facing views while remaining accessible to agents.

• Add internal notes directly in Slack or JSM for flexibility.

Learn more about internal comments.