User is not seeing history when a 'reply to customer' comment is made.

[Kim Fain]

Currently when we use 'Reply to Customer' field, only the current comment is sent to the user. 

When the ticket comments go back and forth a few times, the user does not see the history for the ticket; they do not see the past comments (by them or the support team) that have been made.

Is this a JIRA setting? Is it possible to include all of the history when a reply is made?

[Angélica Luz]

Hello @Kim Fain,

Thank you for reaching out to the Atlassian Community!

When it comes to customer notifications, the messages are only batched if the changes on a ticket are made in a short period of time. For example, if an agent adds two comments and changes the status of the ticket, only one notification will be sent to the customer. 

There is a feature request suggesting improvements for that:

• Include request history in customer notifications

Please, click on vote and also watch the ticket above to receive updates from our product managers.

Kind regards,
Angélica

[Maura Swart]

I don't know if there's a setting to change the email, but the customer can click on the link in the email and see all the comments in the ticket.