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📂 Support Agent: Comment as Any Team Member

Overview​

Support Agent is an Atlassian Forge app for Jira that lets support engineers post comments on behalf of other team members — without switching accounts or sharing credentials.

When multiple agents handle the same Jira tickets, comments often end up attributed to whoever is currently logged in rather than the person who actually owns the response. Support Agent solves this by adding a native issue panel where agents choose the comment author before posting.

Who is this app for?​

Support Agent is designed for support teams and customer-facing operations where multiple people collaborate on the same tickets:

  • Support Engineers

    • Post replies that correctly credit the team member who crafted the response.
    • Avoid the confusion of comments appearing under a shared or unrelated account.

  • Support Managers

    • Maintain a clean audit trail — every comment is attributed to the right person.
    • Control which team members can be impersonated through admin-managed lists.

  • Team Leads

    • Ensure customers receive responses that feel personal and consistent, from the expert they expect to hear from.
    • Enable flexible shift handoffs without requiring account sharing.

  • Jira Administrators

    • Restrict panel visibility to specific projects.
    • Maintain full control over the list of allowed comment authors.

Installation​

Install Support Agent from the Atlassian Marketplace:

After installation, configure the app from the Jira Admin Settings page. See the Admin Settings guide for details.

Features Overview​

Post Comments as Three Different Identities​

When writing a comment in the Support Agent panel, agents can choose one of three posting modes:

ModeDescription
As yourselfStandard comment posted under the agent's own Jira account
As the appComment posted by the Jira app identity (bot), useful for automated-style or system messages
As an allowed userComment appears under a permitted teammate's name and avatar

Rich Text Editor​

The panel includes a full rich-text editor with complete Atlassian Document Format (ADF) support — the same format used by native Jira comments. Formatting, mentions, links, and lists all work as expected.

Admin-Managed Allowed Users​

Admins define which team members are available as comment authors. Only users on the approved list appear as options in the "as an allowed user" selector, preventing unauthorized impersonation.

Per-Project Visibility​

The panel can be shown on all Jira projects or limited to a specific subset. This keeps the interface clean for teams that don't need the feature on every project.

Native Jira Integration​

Support Agent runs entirely inside Jira as a Forge app — no browser extensions, external tools, or additional infrastructure required. All data stays within your Atlassian environment.

Start Here​

Support agents​

  1. Open any Jira issue where the Support Agent panel is visible.
  2. Write your comment in the panel's rich-text editor.
  3. Select who the comment should be posted as.
  4. Submit. The comment appears on the issue under the chosen author.

See the Getting Started guide for a full walkthrough.

Jira administrators​

  1. Install Support Agent from Atlassian Marketplace.
  2. Open the Support Agent admin page in Jira Admin Settings.
  3. Add the team members who are allowed to be used as comment authors.
  4. Configure which projects show the panel.

See the Admin Settings guide for step-by-step instructions.

Support​

For assistance, visit our support portal or contact us at apportunity.info@gmail.com.