Anyone know how to send a email to the customer when we create a Service Desk issue?

[Jason Hawkins]

Hi There,

When a customer creates an Issue in the portal - they get an acknowledgment email sent - but when we create an issue (say when they phone)  -

[1] They don't get an email - even through we add them as a reporter

[2] The issue doesn't appear in there portal at all

I would love to fix this if possible

Cheers

Jason

[Jason Hawkins]

Thanks Bryan, I know I can do that - but say we add the client after the issue is created - they still stay out of the loop.

So is that the only way?

[Bryan Trummer]

You will want to add them as a watcher or share the issue to them, that way should receive notifications. The link below should outline that process.

https://confluence.atlassian.com/servicedeskcloud/adding-request-participants-732528959.html

[Bryan Trummer]

I would open the issue through the portal and use the "Raise this request on behalf of" option at the top of the portal screen. This way they will get the email and it will appear in their portal as well.