customer notifications

Question

My service desk logs issues in Jira Service Desk when they receive a phone call from a customer, is there a way to set the system to trigger an email to the customer when my agents log the issue giving the customer a short description and reference number?

Jack Brickey · Answer

Yes you can open issues by email and receive notifications by email. Obviously the customer can’t go to a single place to view their reported issue and statuses without the portal.

P.s. you should use the “reply” button rather than “answer” button to keep the thread clean.

Candice Fowler · Answer

I dont want to be directed to the Portal, can the email notification be sent from Jira Service Desk?

Jack Brickey · Answer

When the customer calls the agent should use the “Raise a Request” link in the project sidebar and In the “raise the request in behalf of” field have them enter the customer. This will ensure the customer is properly notified.