How to get mail or service desk notifications when an external user (customer) raises requests?

[Anil Reddy]

Hi,

I'm a total newbie to JIRA Service Desk Cloud. I've been using the trial JIRA Service Desk account(cloud) and exploring all the features, its been a great experience all the while.

The problem I'm facing is I don't get any notifications of the requests created by any external users or the customers. I've been through related articles but was not successful.

So when an external user (customer) raises a request or makes any updates on the existing requests, how will the admin or the agents receive notifications?

Looking forward to your kind help.

Regards

Anil

[Petter Gonçalves · Accepted solution]

Hello Anil,

Welcome to Atlassian Community!

By default, the notification scheme of each project is configured to send notifications to:

- All the watchers of the ticket (On the creation of the ticket, it'll probably not have any watchers)

- The current assignee of the issue (Unless you add a default assignee, the issue will not be assigned in the creation too)

- The reporter of the issue (In this case, the customer)

That being said, In order to configure your internal users (Agents and Admins) to receive notifications whenever an external customer creates a ticket, you must add them in the issue created notification under Project settings > Notifications (Not customer notifications). Please, check the detailed steps below:

1 - Navigate to your SD project > Project settings > Notifications > Actions > Edit Notifications

2 - Click on "Add" in the Issue Created notification and add the users you want, saving your changes once they are done.

P.S: To receive notifications from new created tickets, the Agents/Admins must be configured with the Browse projects permission in the related project. Make sure they are configured with all the permission they need to receive the notifications by using the Notification helper under project settings > Notifications.

For more information about project notifications, check the documentation below:

Configuring email notifications

Let us know if you have any questions.

[Anil Reddy]

Hi Petter,

Thank you very much for the great insight, It was really helpful.

It works well and good for the classic project but the notification configuration was nearly not possible for the next-gen projects as the notifications option wasn't available under Project Settings (I've attached the snapshot of the options available under Project Settings for Next-Gen Projects for your reference).

                                         

Is there any other way for the notification configuration for Next-Gen Projects as well?

Regards,

Anil

[Petter Gonçalves]

Hello Anil,

Thank you for the details.

The Next-gen template was created for those customers who felt overwhelmed by all the complexity and several functionalities of Jira. Basically, Next-gen projects provide a straight forward solution with fewer options for customization.

That being said, it is not possible to customize the notification scheme of Next-gen projects at this moment, however, due to all the customer feedbacks we collected about this customization option, we decided to start developing a way to allow customers to customize next-gen notifications:

- Ability to manage notifications in Next-gen projects 

Feel free to vote and watch the suggestion to receive notifications about any updates.

Let us know if you have any questions.

[Anil Reddy]

Hello Petter, 

Thank you again for the valuable information, I indeed am grateful for your response. It is also good to know that Atlassian Team is working on adding the customizable notification feature for the satisfaction of the customers. Hope to experience it sooner. 

Thanks and Regards,

Anil

[StarVR-Tech]

Hello Peter,

I'm also the next gen user and have same problem here.

I fully understand that Atlassian team is working on the new feature developing right now, but is that possible to create a "classic project" if I'm the next gen user during the period? There's no way yo know if anyone leave question/message for my organization instead I login into Jira everyday..