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Getting started

This guide walks support agents through posting their first comment using the Support Agent panel on a Jira work item.

Prerequisites​

  • Support Agent is installed and enabled by your Jira administrator.
  • The work item you're working on belongs to a project where the panel is configured to appear.
  • If you want to post as another team member, that person must already be on the admin-approved allowed users list.

Step 1 - Open the Support Agent panel​

  1. Navigate to a Jira work item.
  2. Scroll to the issue panels section (right-hand side or below the work item description, depending on your screen layout).
  3. Locate the Support Agent panel.

If the panel is not visible, contact your Jira administrator to verify the project is included in the app's configuration.

Step 2 - Write your comment​

Click inside the rich-text editor in the Support Agent panel and compose your reply.

The editor supports the full Atlassian Document Format (ADF), including:

  • Text formatting (bold, italic, underline, strikethrough)
  • Bullet lists and numbered lists
  • Headings
  • Code blocks
  • Links and @mentions

Step 3 - Choose the comment author​

Before submitting, select who the comment should be posted as:

OptionWhen to use it
As yourselfYou are the owner of this response and want it under your name
As the appThe message is system-generated or automated in nature
As an allowed userA specific teammate owns this response but isn't currently logged in

When selecting As an allowed user, a dropdown appears listing all admin-approved team members. Choose the appropriate person.

Step 4 - Post the comment​

Select Post comment. The comment immediately appears on the Jira work item under the selected author's name and avatar - identical to a comment posted natively by that user.

Notes​

  • You cannot post as a user who is not on the allowed users list. Contact your admin to add new users.
  • Comments posted through Support Agent are stored as standard Jira comments and are visible to all users with access to the work item.
  • There is no visual indicator in the native Jira comment section that a comment was posted via Support Agent. All Jira activity logs, however, retain accurate records of which app action created each comment.

Need help?​

Contact us through the support portal.