Needs agent
The latest public interaction came from a customer.
ReplyTurn for Atlassian Cloud
Know whose turn it is to reply.
A focused reply-ownership layer for Jira Service Management and Customer Service Management—without external hosting or per-project automation.
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.
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
Comment bodies are not persisted, logged, analyzed, or sent outside Atlassian.
Native fields
Waiting Since and the last customer and agent reply timestamps support JQL and queues.
Product information