How can customers "Share with" their organization without emailing all other users in the org?

Question

When clients create tickets, we tell them to leave the "Share with" defaulted to their organization. We have to make our clients do this so that we can maintain proper reporting for tickets created at the organization.

However, by doing so Jira sends an email to every single user in that organization saying 'so-and-so created a ticket.'

We have received many complaints over the years that people do not want everyone at their company to be notified whenever a ticket is created. This inundates other users' inboxes with things that they do not need to be bothered with. We even have to constantly re-add the organization to the ticket because the client will manually remove the org from the list of "Shared with" requested participants in the client portal.

Is there a way to make it so that when someone creates a ticket they can share the ticket with the org without it notifying everyone?

Thank you!

Jason_wy7lgv · Answer

Thank you so much! We will play with this setting to see if this resolves the issue.

As a follow-up, do you know if there is a way to make this the ruleset for all clients except for a specific few? We have one major client that does like to see when tickets are created because they operate with their own separate support team that triages their company's tickets before sending them to us so when they create a ticket they all want to be aware. I am guessing there is not, but no harm in asking. Thanks again!

Edit: We figured out a plausible workaround using automations and made it so that the necessary parties are emailed whenever a new ticket is created for their organization and they are not listed as the reporter. :)

Samuel Gatica _ServiceRocket_ · Answer

Hi @Jason

If you want to allow customers to share with their organization without automatically emailing all other users, you can consider the following options:

* Navigate to Project Settings > Customer Notifications
* Find the notification rule for "Customer-visible status changes" and "Organization added "

This implies that when a customer reports an issue within their organization, an email notification will not be automatically sent to all members of the organization.

Please note that other actions, such as comments to the client, will also notify the customers involved.

Hope this helps

Best regards

Sam