Avatar in customer email notification

Asher Francis

Hi

When we first started using JSD trial, when an agent commented or changed the status of an issue, the email received by the customer included the Avatar of the user who carried out the action

This doesn't seem to be happening any more

How do we get this to show up?

Thanks

Andy Heinzer

Hi Asher,

If I understand the concern here, you expected that the customer notification emails would contain the user avatar of the Service Desk Agent that made the change to the request.  In my experience I don't recall that this was a feature of these Jira Service Desk notifications.

Certainly the Jira Core/Jira Software notifications can contain this, but these are a different kind of notification.  Those notifications can only be sent to licensed Jira users. 

Whereas the Jira Service Desk customer notifications will always have a footer at the bottom of them that reads:

Powered by Jira Service Desk

I suspect that you might have seen a core notifications instead.  If an internal comment is left, customers don't see these, but they can still trigger core notifications if the notification scheme is setup as such.  I'd recommend checking back through the previous email notifications.  I believe you will find that the ones that contain this user avatar are not actually customer notifications, but core notifications.

If you do find that I'm wrong about this, I would be interested to learn more about the date/time and user accounts involved here so that we can investigate this further.  Perhaps a screenshot here might help us to better understand what you saw versus what you see today.  It could also be that the email client is showing it's own avatars for the email address rather than the avatars that Jira has for that particular user.  But I'd want to take a closer look at the email you saw this in to better understand if that is what is happening here.

Let me know.

Andy