Needs agent
The latest public interaction came from a customer.
ReplyTurn for Atlassian Cloud
Keep your workflow. See who should reply next.
For Jira Service Management and Customer Service Management teams that need a shared reply signal alongside their workflow.
ReplyTurn is now available on the Atlassian Marketplace for Jira Service Management and Customer Service Management.
Forge hostedJSM + CSMNo external egress
One operational answer
Work the oldest customer waits first.
ReplyTurn maintains a canonical public-conversation state and exposes it through a Needs Reply Now page, read-only Jira fields, and a CSM request panel.
A quick look at the real app
One reply signal your team can see.
Three real demo views, not a recording of one conversation. Start with the request that needs an agent, compare reply states in a queue, then see the same signal in CSM.
2. Compare Needs Agent and Waiting Customer in a JSM queue
3. See the same signal inside a CSM request
These are controlled demonstration data, not customer results. Forge processes events asynchronously: allow processing time and refresh after a reply. ReplyTurn does not persist comment bodies.
Getting started
Install, open, and use ReplyTurn.
Installation from Atlassian Marketplace
A site administrator can find ReplyTurn by Sovereign World Labs in Atlassian Marketplace, choose the available install or trial action, select the Jira Cloud site, review the requested permissions, and complete the installation. You need access to the JSM or CSM requests you want to work on.
Where to find it
In a Jira Service Management or Customer Service Management space, expand Queues in the space navigation and select Needs Reply Now. In a CSM support-site request, expand Applications to view the ReplyTurn status panel.
Use ReplyTurn in five steps
- Start the initial scan. In Jira app administration, select ReplyTurn, open Configure, and choose Start initial scan. It processes unresolved requests, most recently active first. New events continue to be processed, and you can use Needs Reply Now while the scan runs.
- Open Needs Reply Now. Follow the Queues navigation above. This page focuses on active requests that need an agent reply.
- Choose the next request. Review Waiting Since and the elapsed wait; the longest customer waits appear first. Open a request to read its conversation. The read-only Jira fields ReplyTurn Reply State, ReplyTurn Waiting Since, ReplyTurn Last Customer Reply, and ReplyTurn Last Agent Reply can also be used in Jira search columns or native queues.
- Reply in the request. A public agent reply moves the conversation to Waiting Customer; a new public customer reply moves it to Needs Agent. Internal or private notes do not change reply ownership.
- Refresh to see updates. Forge processes events asynchronously, so allow a short time after a reply and use Refresh in Needs Reply Now, or refresh the request to update its CSM panel. If the queue is empty, no matching classified requests currently need an agent; if the initial scan is still running, more results may appear as it progresses.
A newly created customer request can already need an agent reply even without follow-up comments. The three states below describe whose turn it is; ReplyTurn does not persist comment bodies.
Canonical states
Waiting customer
The latest public reply came from an agent.
No public conversation
The request has not started a public reply exchange.
Public replies only
Internal notes never change reply ownership.
Useful quickly
Recent open requests are processed first while live events continue.
Private by design
Public conversations are processed to derive reply state. Comment bodies are not persisted or sent outside Atlassian.
Native fields
Waiting Since and the last customer and agent reply timestamps support JQL and queues.
Before you choose
ReplyTurn FAQ
Does ReplyTurn replace Waiting for Support or Waiting for Customer?
No. Your workflow status and the next public reply are separate signals. Jira automation may already cover your process. ReplyTurn is for teams that want a shared conversation-derived state alongside that process without changing workflow statuses.
Does opening a request mark it as answered?
No. ReplyTurn is not a personal read receipt. Its reply state comes from the public conversation, not from who most recently opened a request.
Do internal notes count as a reply to the customer?
No. Internal notes are excluded from the public-conversation reply calculation.
Does ReplyTurn store comments?
It processes the information required to derive reply state, but it does not persist comment bodies. It does store derived state and technical information described in its privacy documentation. “No comment-body storage” does not mean “no data processing”.
Will all historical requests be ready immediately?
Do not assume that. Follow the setup guide and the processing status shown by the app. The documented onboarding prioritizes active requests; it is not a guarantee that every site's history is processed instantly.
How is the price determined?
Use the total shown for your site in Marketplace. The billable population is not simply the people who open ReplyTurn. Sites in the approved free tier may pay nothing; larger sites follow the published schedule.
Product information