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Issue with Customer Notifications

Dan Allenby

Hi all,

I am having a few issues with my customer notifications from my service desk. We have set up 2 ways for our customers to log tickets

Via the portal
Via an email address which then creates a ticket

Most of our customers use the email address to log a support ticket with us, however we have had some issues with users not getting responses who are cc'd on the email.

I performed some testing this morning, by emailing a ticket in and cc'ing another of my external email addresses. I received a notification to say that i had been added as a participant but since then, every update that has been added to the ticket, i have not received via mail. My settings seem right, but this will have an impact to our clients if i am unable to resolve. Can anyone point me in the right direction?

Accepted answers

Hernan Halabi - Elite IT Consulting Group

Hello @Dan Allenby make sure the customer notification settings have the right recipients

See link below

https://support.atlassian.com/jira-service-management-cloud/docs/edit-the-content-of-your-customer-notifications/

All comments

Hernan Halabi - Elite IT Consulting Group

Hello @Dan Allenby make sure the customer notification settings have the right recipients

See link below

https://support.atlassian.com/jira-service-management-cloud/docs/edit-the-content-of-your-customer-notifications/

Dan Allenby

Thank you! Seems so simple now...

I have taken a look and my only 2 options are either;

Reporter
Customers Involved

I only want the notifications to go to the reporter and the requested participants, not everyone in the company, as some of our support customers have hundreds of people. Is there a way to add in Requested Participants?

Hernan Halabi - Elite IT Consulting Group

Customers involved would include the requested participants. as the documentation states.

Dan Allenby

Thank you, does it not also include the other users for that customer? I just want to avoid spamming other users for that company when they dont need the updates.

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