Ask the customer

1. Open a request in the drawer or in Jira.
2. Choose "Ask the customer" and write your question, or pick a saved reply.
3. Check the preview and send. If you change your mind while Undo is shown, choose Undo before the message is sent.
4. After the send completes, RequestOps posts the public comment and records that the request is waiting on the customer.
5. The customer gets your message by email. Jira only emails people who have confirmed their email address, so a brand-new customer is asked to confirm it first and may get your first message a few minutes later.
6. When the customer answers, the request comes back to you.

See it step by step

The same illustrated example as in the app's Help. Press Play, or go one scene at a time.

What you should see

The public comment is posted and the request records that it waits on the customer.

If something is not right

The customer has no email. Check the public comment first, then Jira notifications and the customer’s confirmed email. Do not send again solely because email is delayed.