Unread Comments for JSM Forge • Cloud

Overview

Unread Comments for JSM adds lightweight “unread” awareness to Jira Service Management queues and issues, without changing how agents work. Each agent sees their own unread state, so teams can share queues while still knowing what they personally need to catch up on.

• Tracks unread status per agent, for both internal and customer comments.
• Works with existing queues and request types – no workflow changes required.
• Designed to be fast, minimal, and unobtrusive.

Key features

Queue-level visibility

• Toggle “Unread only”, “My issues”, and “Last N days” directly in the queue panel.
• Optional badge showing how many new comments are on each request.

Agent issue panel

• Inline panel in the request view showing last seen vs latest comment time.
• Optional auto-mark-as-read when the agent opens the issue.

Per-user read state

• Each agent gets their own read/unread state – no noisy global status.
• Safe to use across multiple JSM projects and teams.

Getting started

1. Install the app from the Atlassian Marketplace into your Jira Service Management site.
2. Open any JSM queue and locate the “Unread Comments” panel.
3. Use the panel controls to filter for unread items, or open a request to see the agent panel.

Need help or want to request a feature? Email support@keystoneapps.tech.