We recently setup Jira Service Desk and are trying to fine-tune who are receiving notifications. We have three different types of Users we are trying to define here.
1. We would like our customer support team to receive an email notification when a new request has been submitted. Once someone takes ownership of that ticket, no other customer support member should continue to receive the notifications unless they 'opt in' to those notifications - I know we can 'turn off' the notifications, but we are hoping to just get the one. All of our emails are currently being flooded with every request update.
2. We setup Organizations/Customers in the Service Desk, so they can 'raise requests'. We have our own employees (account managers) who need to automatically receive email notifications when one of their 'organizations' submit a request and the updates. We're currently adding them as participants, but it's easy to miss this step or forget who is the account manager.
3. Organizations/Customers: Receive notifications for the requests they submit. Would be nice if everyone in their organization (who has been added to the service desk) could receive the initial notification, then have the option to 'opt in' to further notifications. Maybe it already works like this?
