Annoying Customer Notifications from JSM (MCP-26641)

Question

Hello Support,

We’ve been receiving consistent feedback from our internal teams, stakeholders, and users regarding the JSM email notifications. Many have expressed frustration with the current setup, particularly around the following points:

– Notifications triggered by users commenting on their own tickets (i.e. i get notification for my own comments).

– Notification emails lacking the issue summary, making it difficult to identify tickets without memorizing ticket numbers.

– Emails that contain little to no content or context, reducing their usefulness.

– A flood of notification emails following automatic ticket creation by the Virtual Service Agent.

Could you please look into possible improvements to enhance the user experience and reduce notification fatigue?

Marc -Devoteam- · Answer

Hi @Raja R

Here in community, most of us are Atlassian users like yourself and we don't have access to your environment.

This community is an open public form.

Atlassian Support can be reached via https://support.atlassian.com/contact/, this as mentioend by @Rebekka Heilmann _viadee_ and @Julien GOURDEL

Julien GOURDEL · Answer

Hi @Raja R

And welcome.

This is a user forum, not a support site.

I would consider the Customer Notifications settings in your project settings:

Kind Regards,

Julien

Rebekka Heilmann (viadee) · Answer

Hi @Raja R and welcome to the Community,

if you have specific feedback it's best to open a ticket with the Atlassian Support: https://support.atlassian.com/  They can share feedback and find Feature Requests that you can vote on.

We cannot (or don't want to) access your own Service Desk for more details. I would advise you to delete that link as it is public to everyone on here.

Have you already tried changing the settings in the Customer notifications? (Set up notifications for your customers and team | Jira Service Management Cloud | Atlassian Support)

If they don't suit your needs you could always use Automation to send out your own notifications. There you can granularly decide on who to contact in what scenario and what information you want to share.

There is also a new setting in the Product settings > Compliance that restricts info from being sent out to external users.