We are trying to send two automatic response emails to the customer when an issue is logged. * First automatic response email when the support ticket has been logged (we are able to achieve this) Second: A Support Engineer has been assigned to your ticket (unable to configure this when a ticket is assigned to an engineer). We appreciate any assistance you can provide.

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Sending two automatic notifications when a customer logs an issue ticket

Manpreet Singh_g3st4h

We are trying to send two automatic response emails to the customer when an issue is logged.

First automatic response email when the support ticket has been logged (we are able to achieve this)

Second: A Support Engineer has been assigned to your ticket (unable to configure this when a ticket is assigned to an engineer).

We appreciate any assistance you can provide.

Accepted answers

Sebastian Mühleis_22qeil

Hi @Manpreet Singh ,

have you tried an automation rule?

Here you find an extremely good webinar, in which you get to know automation, very practical examples and also a playground where to test them (without using your automation executions - if you have limitations): https://www.atlassian.com/webinars/software/getting-started-automation-jira

In this webinar you also get to know the rule playground (https://docs.automationforjira.com/rule-playground/) where you can set up and test automation rules without using your executions. Just because I was curious, I tried out to configure an automation responding to your requirements (you'd need to exchange some of the values, but I included the picture for a better understandign of what I try to imply ;-)