Comments Pulse User Manual
Overview
Comments Pulse helps Jira and Jira Service Management teams read, search, filter, and reply to long work item comment threads faster.
Use it when you need to find key decisions, customer replies, internal notes, @mentions, or recent updates without scrolling through the full Jira activity timeline.
Quick Start
Open a Jira work item or Jira Service Management ticket.
Find the Comments Pulse panel in the work item Activity area.
Choose Flat View to scan comments by time, or Threaded View to follow replies in context.
Use search and filters to narrow long conversations.
In Advanced edition, add comments or reply directly from the panel.
Choose The Right View
Flat View
Flat View shows comments in a single chronological list.
Use Flat View when you want to:
Review the latest updates quickly
Scan the full timeline
Sort comments from newest to oldest or oldest to newest
Threaded View
Threaded View groups replies under their parent comment.
Use Threaded View when you want to:
Follow a back-and-forth discussion
Understand the context of replies
Review support or review conversations more clearly
Search And Filter Comments
Advanced edition includes search and filters to help you focus on the comments that matter.
You can filter by:
Time range: All time, this week, last week, this month, last month, this quarter, last quarter, this year, or last year
Author: Show comments written by selected people
Mentioned user: Show comments that mention selected people
Keyword: Search comment content for decisions, blockers, customer replies, or important terms
Use Reset Filters to clear time range, author, mentioned-user, and keyword filters in one click.
Sort Comments
Use the sort button to switch between:
Newest first
Oldest first
Sorting works in both Flat View and Threaded View.
Open The Original Jira Comment
Each comment can link back to the original Jira activity comment.
Use Original Comment when you need to:
View the comment in native Jira context
Open media, images, or attachments
Confirm the full activity timeline around the comment
Add Comments And Replies
Advanced edition lets you add comments and reply from the Comments Pulse panel.
To add a new comment:
Click Add.
Write your comment.
Click Save.
To reply:
Click Reply under the target comment.
Write your reply.
Click Save.
Empty comments and replies are not submitted.
Jira Service Management Support
Comments Pulse supports Jira Service Management comment workflows.
In JSM work items:
Internal notes are marked in the comment timeline.
Comment visibility indicators help agents understand whether a comment is restricted or internal.
Advanced edition lets agents choose whether new comments and replies are internal notes or visible to customers.
JSM tickets can open in Threaded View by default to make customer conversations easier to follow.
Editions
Standard Edition
Standard edition includes:
Flat and Threaded Views
Time-based sorting
Original Comment navigation
Comment visibility labels
JSM internal note indicators
Standard edition is best for teams that want a clearer way to read and navigate Jira or JSM comments.
Advanced Edition
Advanced edition includes everything in Standard, plus:
Time range filters
Author filters
Mentioned-user filters
Keyword search
Add comments
Reply to comments
Reset filters
JSM internal note and customer-visible comment options
Advanced edition is best for teams that need to investigate, respond, and follow up on long comment threads faster.
Upgrade To Advanced Edition
If you’re an Organization Admin and using Standard Edition, the message will prompt you to upgrade to Advanced Edition:
Click Upgrade to Advanced Edition → then click Try it free on the app marketplace listing.
Select the Advanced edition and Atlassian site you’re using → Click Try Advanced
You will be redirected to the Billing preview page. Click the Manage action for Comments Pulse for Jira.
Click Change plan then Try it free for Advanced edition to upgrade:
Please note: after a few minutes, you will see all features of the Comments Pulse app.
Troubleshooting
I cannot see Advanced features
Confirm that your app edition is Advanced. If your site was recently upgraded, wait a few minutes and refresh the work item.
JSM internal/customer options do not appear
Confirm that the work item belongs to a Jira Service Management space. These options depend on the space type being available to the app.
Comments do not load
Refresh the work item and confirm that your Jira account has permission to view the work item and its comments.
I cannot save a comment or reply
Check that your comment contains text and that your Jira permissions allow comment creation.
Original Comment does not open
The original Jira link requires a valid work item key and comment ID. Newly submitted comments may need a moment to receive their final Jira comment ID.
Best Practices
Use Flat View for timeline scanning.
Use Threaded View for discussions and customer conversations.
Use time filters before keyword search on long comment histories.
Use author and mentioned-user filters to find feedback, requests, and action items.
Use Original Comment when you need to inspect media or native Jira activity context.