Add a comment as the agent

Reply to a customer or add an internal note, attributed to the configured agent.

Open the modal

On any service desk issue you have permission for, open the issue's overflow menu and click Act as Agent.

issue-modal-comment-tab
Act as Agent modal opened on the Comment tab, empty editor

The modal opens to the Comment tab by default.

Write the comment

The editor is a full Atlassian rich-text editor:

  • Bold, italic, underline, strikethrough.
  • Headings, code blocks, blockquotes, info / warning / note / error panels.
  • Bullet and numbered lists, tables, links.
  • @mentions of Jira users, :emoji:, date inserts, layouts.
  • Copy-as-Markdown.
issue-modal-comment-editor-formatted
Comment editor with a formatted reply: heading, bullet list, a code block, and an @mention

Attach files

Click the attachment button next to the editor to attach files.

  • Up to 10 files per comment.
  • Each file up to 10 MB.
  • File names are inserted into the comment body as a comma-separated list so customers see what was attached.
issue-modal-comment-attachments
Comment editor with two files attached, listed below the editor with X buttons to remove

Files outside the size or count limits are silently skipped. Re-attach them in smaller batches.

Submit

Click Add Comment. The modal closes and the issue view refreshes. A toast confirms the comment was added.

issue-comment-as-agent
Jira issue activity feed showing the new comment attributed to the configured agent's name and avatar, not the actor's

What the customer sees

The comment appears under the configured agent's display name and avatar, not yours. The audit log will still record that you triggered the action.