How to set "Notifications on" by default in Jira Service Desk for agents

Damian Dziok

Hello,

 

I have set up Jira Service Desk for my team.

When customers create a new request, they automatically have notifications turned on, which is great.

But when Admin gets an approval email and view the request in portal, notifications are turned off. 

Where can I change the default for this notifications?

Angélica Luz

Hello Damian,

Welcome to Atlassian Community!

When a customer creates a ticket using email or portal, they will have the notifications turned on because they are customers. Agents receive a different type of notifications because they are licensed, internal users. 

Also, approvers receive only the first notification informing that the ticket is pending approval and the other notifications are optional.

To avoid issues, agents must not be added as participants on a ticket or added to an organization. If agents want to receive future notifications, they must be added as watchers on the ticket so they will receive system notifications and not the same notifications as customers.

• What notifications do my customers and team receive?

Regards,
Angélica