Customer Notifications Question

[Tim Bonney]

How do you control whether the "View Issue" links within all customer notifications redirects the recipients to the internal portal view for the respective project/client, via https://xyzcompany.atlassian.net/servicedesk/customer/portals, or the customer's service desk view in Refined, via https://servicedesk.xyzcompany.com/?

Is it possible to evaluate whether the recipient is a member of a certain project role and send a different version of the customer notification emails(s), one pointing to customer facing service desk page(s) and the other to the internal portal page(s), based on that evaluation?

Thank you.

[Nadhila Savira · Accepted solution]

Hi Tim,

The URL is a variable of which value is not editable within the context of notifications.

If the user only has Customer access, then they will be sent Customer Notifications and given the portal link. The Customer Notifications template can be modified, although the link itself is not.

If the user has more access, and they have been configured to receive notifications through your Notification schemes, then they will receive internal notifications, of which template is currently not editable.

Please see the following page for the complete information: What notifications do my customers and team receive?

[Tim Bonney]

Thank you for this information Nadhila!