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Alert when a ticket is made

Clare Lawson_pvzs29

Hello. I have a customer who wants to know when a Jira ticket is made by anyone at their company. We take phone calls to create tickets. We also have our customers send in emails that generate Jira portal tickets.

I don't want to make more work for my help desk. Is there a way to add the customer as a default when a ticket is made regardless if it's generated by an email or it is manually created by our team? thanks!

Accepted answers

All comments

Shanjoe Christopher

Hi Clare,

Go to the project where you will need this enabled, Project -> Project Settings -> Notifications. You can setup this notification for any tickets created in the projects. Below are various options available. You can also setup a Notification scheme and add to all the projects you will need this alerting.

Screenshot 2023-05-10 161626.jpg

Hope this helps.

Thanks,

Shanjoe

Clare Lawson_pvzs29

I don't think that will work because we have many customers using one project.

Shanjoe Christopher

Okay. Lets say you have Company A, B & C. You would like to send notification only for Company B and not for other two companies (A & C). Am I right?

Clare Lawson_pvzs29

Yes!

Suresh Sharma

Hi @Clare Lawson Yes, Sinergify can help you achieve that. Sinergify is a Jira integration tool that provides advanced synchronization capabilities between Jira and other platforms like Salesforce. With Sinergify, you can configure rules to automatically update Jira issues based on specific conditions.

In your case, you can set up a rule in Sinergify to add the customer as a default when a ticket is created, regardless of whether it is generated by an email or created manually by your team. The rule can be configured to trigger whenever a new ticket is created in Jira.

By mapping the relevant fields between Jira and your customer database or email system, Sinergify can extract the necessary information from incoming emails or phone calls and automatically populate the customer details in the Jira ticket.

This way, your help desk team won't need to manually add the customer information for each ticket, reducing their workload and ensuring consistent data entry.

DM me if you'd like to take a demo of this

Anne Saunders

Are you using the Customer Portal? https://confluence.atlassian.com/servicemanagementserver/configuring-the-customer-portal-939926277.html

You can segregate by Customer. and it's part of JSM already.

Anne Saunders

Here's the parent article on Customer Notifications, too: https://support.atlassian.com/jira-service-management-cloud/docs/set-up-notifications-for-your-customers-and-team/

Karie Price

Do they just want to be notified or added as a watcher? I have automations to add/remove watchers based on certain criteria (I do this with my vendor partners and add them only to those tickets that have a certain component/tag for example). So you should be able to follow a similar approach for adding them as a watcher and/or sending a notification as noted in the comments above.

Shaun Beavan

This is how I'd do it too. Either Automation to add as watcher OR automation to send an email if they just want to get alerted on ticket creation, but not actually watch and get future ticket updates.

Michel Neeser

@Clare Lawson I would use automation too. But an important question is how you mention the customer in the ticket if the ticket is created after a phone call. Do you have a label for the customer, or do you create the ticket in behalf of a user which belongs to the customer?

Reinaldo Borges Júnior_k4ytis

Nice answers. Great!

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