How to respond to a ticket on Jira

Owned by Annamaria Souri
Nov 25, 2020
2 min read

This guide informs the user of how to correctly respond to a client.

Please take the time to familiarize your self with the basic interface features that you will find below before continuing on the guide.

 

This is what a ticket’s general interface looks like! Here you will be able to see the name of the project(1) as well as the queue(2) you are currently in, the ticket ID (3), the status (4) and the general information of the Reporter/Assignee/Type (5)

Step 1

Click on the highlighted box to change the status of the ticket to “In progress”.

The options available as are seen below, it is crucial to change the status of the ticket regarding its state.

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Step 2

Now click on “Reply to customer” in order to send a response to the reporter of the issue.

Step 3

After inserting the solution of the issue click “Save” as shown above to send the response.

Step 4

Your message has been successfully sent and will appear below the original request. When a ticket is complete make sure to change its status (see step 1 for reference).