Reply Threads for Jira Service Management: documentation
What it does
Reply Threads adds threaded replies to requests in Jira Service Management. Open any request in a service project, choose Threads in the Activity section, and reply to any comment. Replies nest under the comment they answer, and each one is saved as a normal Jira comment, so it also shows in the Comments tab, notifications, the customer portal (when public), search and automation.
Jira software and business projects already have a built-in Reply button, so the Threads tab only appears in service projects.
Install
- In Jira, go to Apps, Explore more apps, search for "Reply Threads", and choose Get app. You need to be a Jira admin.
- The app works right away in every service project. Optional: Apps, Manage apps, Reply Threads, Configure to limit it to certain projects.
Replying
- Click Reply under any comment. Type your reply and press Reply (or Cmd/Ctrl + Enter).
- Choose Internal note or Reply to customer. A reply to an internal note is always internal. Replies also keep any role or group restriction of the comment they answer.
- Type @ and a few letters to mention someone who can see the request.
- Formatting:
**bold**,*italic*,`code`, code blocks with three backticks,- lists,1. numbered lists,> quotes, and[links](https://example.com). - Paste a screenshot or click Attach file (up to 3 MB per file). Use Issue attachments to reuse a file already on the request. Images appear inline in the comment.
- Each reply starts with "Replying to Name" and a short quote of the comment it answers, so it makes sense in the Comments tab and in email. In the Threads tab that header is hidden.
- New thread starts a top-level comment from the Threads tab.
Managing threads
- Resolve a thread when it is settled. Resolved threads collapse and show who resolved them. Reopen brings them back.
- Pin up to 5 threads to keep them at the top.
- Sort by oldest, newest or most recent activity, filter by any text in a thread, and Hide resolved.
- View in Comments jumps to the comment in the native Comments tab.
Settings (Jira admins)
Apps, Manage apps, Reply Threads, Configure
| Setting | Default | What it does |
|---|---|---|
| Where threads appear | All service projects | Or only selected service projects, or all except selected |
| Nesting depth | 3 levels | 1 to 8. Deeper replies show at the last level with "replying to Name" |
| Mention the person being replied to | On | They get Jira's mention notification. Never applied to customers on public replies (they are notified anyway) |
| Quote a snippet of the parent | On | Adds a short quote so the reply reads well outside the app |
| Sort | Oldest first | Default order of threads |
| Hide resolved threads by default | Off | |
| Jira Service Management default | Same as the comment being replied to | Or always start replies as internal notes |
Good to know
- Comments added with Jira's own editor, by email or from the customer portal show up as new threads. Jira's API doesn't record which comment they answer, so the app can't place them.
- If someone edits a reply in the Comments tab, the Threads tab shows the edited text.
- If the comment a reply answered is deleted, the reply stays and is marked "Original comment deleted".
- Requests with more than 2,000 comments: threads cover the first 2,000.
- When the subscription isn't active, everyone can still read threads, but replying, resolving and pinning are turned off.
- Uninstalling keeps every reply as a normal comment. Resolved and pinned markers are removed.
Permissions
The app acts as the person using it. Jira decides what they can see and post: people need Browse Projects to read threads and Add Comments to reply, resolve or pin. Only Jira admins can open settings.
Privacy and security
The app runs entirely on Atlassian's Forge platform (Runs on Atlassian) and sends no data outside Atlassian. Details: Privacy policy, Security.
Help
Help center: hello@greatwork.company. We answer within 1 business day (US Eastern).