How can I ensure customers are notified when a ticket is created on their behalf from within JSM?

Amanda Barber

I'm somewhat new to the JSM world.

Currently, we're using JSM to triage incoming email support requests. We have most notifications turned off, but none of these seem to be what would prevent an initial message/ticket to be sent to the customer.

Do I need to set up an automation if I create a ticket on a user's behalf?

Workflow:

1. Click Create an Issue in JSM
2. Fill in fields (put customer's info as "raise request on behalf of..."
3. Click create 

I tested it with my personal email and didn't receive anything, but am unsure of what else I can do to troubleshoot. Thank you in advance!

Lacy Saute

Hi Amanda! If the "Request created" notification is disabled, the customer won't receive a notification that the request was created. 

If you only want to notify customers when an agent creates a ticket on their behalf, you can create an automation for it!