Email Notifications to Entire Team when Ticket opened in Service Desk

Question

In Jira Service desk, how to configure email notification for a client when any activity happened on the ticket.

For example.

Jon Doe from Customer A creates a service ticket. Jira Service Desk should send that issue and all activity happening on that issue to Jon Doe, Jane Doe, Robert Doe from Customer A letting this team know a ticket has been created for their company so there is transparency.  It will be one specific email address that will go to all these people.  If Jane Doe opens a ticket in the service desk, the rest of the team will be notified.

Mike Maurer · Answer

Hi @erika_mcculloch ,

the solution of @Atlass Monster is the best option.

If you want to do it more specific you could also create an automation rule:

* Trigger: Issue Created or Issue Updated.
* Condition: Reporter is in Customer A’s organization.
* Action: Send an email to support@customerA.com or specific individuals.

Kind regards

Mike

Atlass Monster · Answer

Add all known customers as Organization (if not already set up) and add them as participant, they will receive notifications on updates.

I'm not if the whole team in a company would want to receive notifications, but that's depends on your use case.