Why my customer is not receiving notifications when a new ticket is created?

Question

Hello,

One of my customers is claiming that she is not receiving notifications when a new ticket is created.

I checked the Customers Notifications in Jira sesttings and they are properly active as for the other customers.

Ut seems that the notifications were turned off on her side. Is that doable? Can they turn them on for all issues at once again?

Thanks in advance,

Ela.

Patrick Cartier · Answer

Hi @Ela Bryniarska ,

If you or someone else raised the ticket using the "create" button in Jira, make sure the Request Type is set. Then the notifications should come through assuming the customer has not opted out.

Patrick

Ela Bryniarska · Answer

One customer, the rst are receiving the notifications properly nadn on my settings side all looks the same for all customers. This is why I thought there might be a setting on a customer side to switch them all on/off .

Krzysztof Daukszewicz [CoreSoft Labs] · Answer

Maybe someone modified the customer notification scheme to be off by default? Or it is just one customer?