Can I send every member of an organization email notifications?

[Justin McClelland]

I am setting up a JIra Service Desk next gen help desk. When I share a request with an organization, all the members receive an email saying that request has been shared with them. Is there a way to allow the members of the organization the request has been shared with to receive notifications about other events related to the ticket, such as a change in status or a comment added. While I understand each member of an organization can use the customer portal to see changes, I think they will be constantly bugging me about what's going on with the identified issue and it would be nice to have automated updates sent to them.

[Angélica Luz]

Hello Justin,

Thanks for reaching out to Atlassian Community!

On Jira Service Desk we have the ability to customize the customer notification, different from notifications from agents that come from the system and we can't modify.

The Organization added notification is different from others because the members of the org will have to go to the portal o watch the ticket and receive future updates. This was made because sometimes an organization has many customers and not all of them want to receive notifications, so it's better for who is interested to go to the portal and opt-in to receive notifications than opt-out.

As we can customize these notifications, a workaround would be adding a more clear text for them to know that they need to go to the portal and select the option to receive all future notifications for the ticket.

We have a feature request suggesting that members of organization receive notification by default:

• Send Notifications to Service Desk Organization Members By Default

Please, click on vote and watch to receive updates about the feature.

Regards,
Angélica