When an organization replies to a ticket it does not reply to all customers within the organization

Question

When a ticket is raised by the Support team and the organization is associated an email goes out to all customers within that organization.  However, when 1 person within the organization response, no one from the organization is advised.

how do we ensure the email replies to all ?

Jack Brickey · Answer

if you have - project settings > customer notifications > organization added enabled then issue created notification goes to all customers in the org. However, any/all customers that are interested must request to be a participant. this prevents spamming uninterested parties. At least that is how i remember it. I never enable the organization added notification.

JP _AC Bielefeld Leader_ · Answer

Hi,

not sure, if this is true with default setup.

The organization field is used to share the ticket with all members of the organization. This means that they can filter/search/displace the ticket using the customer portal.

The request participant field is used to actively notify users by email (depending on the notification scheme) on changes made to the ticket.

You should check:

* Customer notification scheme of the JSD project

* Any automation rules notifying other users by mail

Please check:

https://confluence.atlassian.com/servicedeskserver/managing-service-desk-notifications-939926348.html

Best

JP