Agent Notification to Include, Issue details, Contact information

Question

Hello All,

We went live with JIRA Service desk but agents are complaining that they don't get the Incident details including , Description, Customer information etc. The default notification just mentions the ticket no which is very basic. Is there way to customize the notifications to include additional information.

Thank you.

RK_x6uca5 · Answer

Thank you Jack for the reply. Will this update only for the customer or will it be applicable for the Agents. We want the initial ticket generation emails for the agent to capture all the information related to the incident, currently the agent has to go in to JIRA SD to check it.

Regards,
Rajiv

Jack Brickey · Answer

Please check here - project settings > customer notifications > edit templates