Can I have customers getting notified by default

Question

Hello,

I have a service management project for a group of customers that are under the same organization. I need them to receive notifications when any customer belonging to the organization creates a ticket or a ticket is commented, transits status or is modified.

The organization is added to each ticket when it is created and customers are able to see them, but, somehow, they do not get notified.

Customers are able to see the tickets shared by the organization but when they enter a ticket, by default the notifications are off. They are able to click there and turn notifications on but is it possible to have customers that option turned on by default?

Thank you

Eitzaz Haider · Answer

@Duarte  any solution found?

Duarte · Answer

That option helps when a ticked is created. I tested it and all customers got notified when a ticket was created. But then, they still need to click on "notifications off" (inside the ticket) to get other notifications related to the ticket? Is it possible to have those notifications on by default?

Thank you for the help.

Dan Breyen · Answer

Hi @Duarte if you want every ticket opened by an organization to be sent to all customers of an organization, you should check this setting.  Under settings (the gear) / Products look on the left for the 'Jira Service Management' section.  Under Configuration / Organization Management there is a setting called "Should new request automatically be shared with a customer's organization".  This should send out notifications to everyone in the organization by default.

That would be the first thing I would look at.

Hope that helps.