Change the content of Automated Emails

Question

Hello,

I want to change the below automated reply from JIRA when user raise an issue with us

"Just confirming that we got your request. We're on it."

And, I want to send an automated email to customers when I resolve a ticket. Is there a way to get them done in JIRA basic?

Thank you

Paul Wiggers · Answer

Hello @Indumina Udara Jayathilaka Karannagodage

You can change the notification template but that might not be the best solution. We went the automation route and created a few automations that trigger on several events.

That way, we are in full control of what is being sent to the customer.

Is that something you can work with or will you need some more assistance?

Fabian Lim · Answer

Hi @Indumina Udara Jayathilaka Karannagodage

Yes it's possible.  Out of the box when the resolution is set to a ticket they will receive a notification with the customer satisfaction survey. Look under the "customer notifications" section.

You can also create customized email by following this example here: https://www.youtube.com/watch?v=ccWTIgdnQqE&t=7s&pp=ygUfZWxpIHNvbHV0aW9ucyBjdXN0b21pemVkIGVtYWlscw%3D%3D

Regards,

Fabian