Does Jira Cloud SD send an automatic email to customer when opening a ticket via email?

[kauger]

I created a Project Automation to send an email to the initiator when they open a ticket. I tested this via sending email to the service desk to open a ticket. Jira sent back two emails saying a new ticket has been opened. One is from the service desk and the other is from the automation.

Does Jira Cloud SD automatically sends an email when a customer opens a ticket - which means I don't need an automation for this?

Thank you!

Tina

[yaniv.shoshani · Accepted solution]

Hi Kauger,

Yes it does. You can control it by the Jira notifications. No need for Automation rules for such case. See more details at: https://support.atlassian.com/jira-service-desk-cloud/docs/what-notifications-do-my-customers-and-service-desk-team-receive/

Br,

Yaniv 

[kauger]

Thank you! The article is very helpful.

[Jack Brickey · Accepted solution]

Yes it does unless you disable. This is configured under project settings > customer notifications. 

[kauger]

Thank you! Super helpful.