Customer email notifications: is it possible to include a brief of previous 5 comments or so?

[Fernando Ducloux]

Jira Service Desk

Some of our customers refuse to access the portal and only rely on email to update the issue status. 

At the moment the notification sent upon "new comment", or "comment edited", only contains the new comment or comment being edited, which makes hard to understand what's happening without reading a few more comments, specially when dealing with several issues at the same time.

Ideally the email notification should include a few previous messages, I think 5 is a good number, as a brief history of the issue.

Thanks!

[Angélica Luz]

Hello Fernando,

Thank you for reaching out to Atlassian Community!

When it comes to customer notifications, currently, it will only show the last comment added. It's not possible to configure it to show the entire history. 

There are feature requests suggesting the implementation of this ability:

• As a customer, in the customer notification emails I'd like to see the full comment history for my issue
• As a Service Desk User, I would like notifications to contain the request history
• Allow JSD to display whole comment history in notification mail

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

Regards,
Angélica