Customer notification when issue moved between service desks

[Robert Miller]

We have two service desks where internal employee (customer) tickets might reside. There's some confusion with ticket numbers created when a ticket is moved from one service desk to another. Is there a way to create a customer notification when an issue is moved to another Jira Service Desk project so the customer can track which project their ticket is in?

Thanks!

[Angélica Luz]

Hello Robert,

Thank you for reaching out to Atlassian Community!

When a ticket is moved from one project to another, customers won't receive a notification. If a ticket is moved between classic projects or from a next-gen to classic, the Request type will be empty, so even if we could add a notification, customers wouldn't receive anything because what triggers a notification is the Request type.

With that said, currently, there is no option to create an email template to be sent to a customer when the ticket is moved. The best option would be, after moving a ticket, add the request type and add a comment informing the customer about the change.

Regards,
Angélica