Email limits on free account inaccurate?

Question

Hi there. I've been using the Jira Service Management application for quite a while now as a platform for our school's IT support helpdesk. We only use the free plan as I am the sole technician on-site.

My question is about the notification emails that are sent out to customers. In the past it seemed that I would get more interactions with customers than I do now. Having checked the documentation it states that the limit is 100 email messages a day but I'm finding more and more like it doesn't get anywhere near this limit before cutting me off for the day. This has lead to members of staff not receiving replies from me as I haven't been informed that the message was never sent.

Is there any way of seeing the sent notifications to confirm that they've actually been sent and to allow me to trace the numbers?

I have also toyed with suggesting that we move to a paid plan to eliminate this problem but I want to be sure that this issue won't present itself on the subscription before committing to it. The product itself is great and really fits my needs; this minor issue is all that's stopping me from making the jump.

Thanks in advance for any help or advice offered.

John Funk · Answer

Hi @Angélica Luz !

A user asked on another post that if you exceed the 100 emails in a day, the support article says that further emails are paused until the next day.  Does that mean that no more emails for the day will be sent period? Or does that mean that the next day, the excess emails from the previous day will be sent?

Angélica Luz · Answer

Hello Gordon,

Welcome to Atlassian Community!

When it comes to notification limit, as you mentioned, the Free plan is 100 notifications and it includes customer and agent (system) notifications.

It's not possible to see its usage or check the outgoing logs.

There are some workarounds that you can use to receive updates about the tickets.

First, check the Customer notifications and disable the ones that you believe it's not necessary for the customer to receive, for example, public comment edited, request reopened.

On your profile (and this is for the other two agents as well), uncheck the notification for "You make changes to the issue" because when you add a comment to the ticket, you will also receive a notification. This option is only necessary if you need to track everything on the site, but since you are the one making changes to the ticket (in my opinion), it's not necessary to also receive an update.

Now, the workaround to keep receiving updates if some ticket was updated, you can use automation. In Jira Free, Standard, or Premium, rules created on a project are not counted towards the limit. Global automation has 300 execution limits, but single project rules don’t.

Go to Project settings > Automation > Automation. On this page, create an automation to send an email when an issue is updated. You can add more conditions depending on what you need. This is just a simple example:

Hope this helps!

If you have any other questions regarding this matter, please let us know.

Regards,
Angélica