When an agent makes a comment, how can an email be sent to the user who created a ticket?

[Dennis Gomez Hernandez]

Hello!

I am playing around with the features before showing this to my director. Like other ticketing systems, you normally get a notification through email for every single edit on the ticket. Could this also be done? We would like to use the ticketing platform for our IT and Customer Service teams.

[Andrea Robbins]

Great question, and I'm going to get into the technicalities of what JSM considers the "creator". There's two fields, the Reporter field, which is the requester, but in the backend, there is also the Creator field that is not visible or available to add to any screen (sort of like Created or Resolved).

Creator can = Reporter, but the thing is that anyone creating a ticket in the portal who has a JSM license can select, another person on the Request on behalf of field. When this occurs that person selected is the Reporter, but the REAL creator of the ticket is the Creator field.

With that said, if you want the email to go to the Requester and request participants, you can use the out of the box customer notifications:

If you want it to go to the actual creator, you will have to create an automation rule and use the {{issue.creator}} smart value where the trigger is comment added.

However, what I would recommend is to go with the OOTB notifications, and create an automation so that upon creation, if the Requester != the Creator, add the creator as a request participant, and then the user will get the OOTB notifications. Easy fix!

[Mikael Sandberg]

Hi @Dennis Gomez Hernandez,

Welcome to Atlassian Community!

Yes, that is one of the default customer notifications that will trigger on Reply to customer comments. And it will send it to request participants that have been added to the ticket as well.  

[Olha Yevdokymova_SaaSJet]

Hi @Dennis Gomez Hernandez 

Yes, this is possible in Jira Service Management.

For the usual customer-facing flow, you do not need to build anything from scratch. JSM has built-in Customer notifications, and one of them is sent when an agent adds a public reply to the request. This notification goes to the Reporter/Requester and also to any Request participants added to the ticket.

You can check it here:

Project settings → Customer notifications

Look for the notification related to agent replies/public comments, usually something like Public comment added or Reply to customer.

One important detail: Jira has both a Reporter/Requester and a Creator. In most cases, they are the same person, but not always. For example, if someone creates a request on behalf of another user, the requester/reporter may be different from the actual creator.

So the best setup depends on who should receive the email:

• If you want the customer/requester to get the email, use the built-in customer notifications.

• If you specifically need the original creator of the ticket to get the email, create a Jira Automation rule with the trigger Comment added and send the email to {{issue.creator}}.

A practical approach is to rely on the built-in customer notifications and, when the creator is different from the requester, add the creator as a request participant using automation. Then they will receive the standard JSM customer notifications too.

Also, make sure agents are adding public replies, not internal notes. Internal notes are only visible to agents and should not trigger customer-facing emails.