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How do I enable notifications to agents when a new ticket is created?

Vulcan TechGroup

Hi all,

I'm new here and need some assistance. I just setup Jira Service Desk and already pretty deep into it (Shared the URL and enrolled users). The Project is using the next gen project settings. I have an issue where a new ticket is created, but agents do not receive any emails that a new ticket was created. This is going to be an issue as we rely on the email notifications to know when the ticket was created. We are not always looking at the Jira Service Desk project. Is there a way to enable this feature? Thanks in advance!

Accepted answers

Jack Brickey

I do not use next-gen but do understand notifications are forthcoming. That said I also understand that you can use Automation for this as well. Here is a post that discusses this - Next-gen-Service-Desk-Issue-Created-Notifications

All comments

Vulcan TechGroup

As a matter of fact, the agents don't even receive email notifications when the ticket is assigned to them either.

Jack Brickey

Vulcan TechGroup

Thank you for the response! I'll check this out and see if it helps. Just wish I knew this before setting up the next gen service desk.

Vulcan TechGroup

That seems like it will do it. Going to test it now and let you know.

Vulcan TechGroup

Awesome, it worked! Again, thank you and have a good night.

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