Configure customer notifications in Jira Service Management
5 min
Intermediate
By the end of this lesson, you'll be able to:
- Describe the difference between team and customer notifications
- Configure customer notifications
- Customize the look and feel of notifications
- Troubleshoot common problems with notifications
What are customer notifications?
In Jira Service Management, service project admins configure notifications for their team, the agents working on a project, differently from notifications for their customers. Customer notifications are automated messages sent to customers. They provide updates, information, questions, or status changes related to tickets the customer submitted through the service desk.
馃憠 For example: A customer receives a notification letting them know their ticket was received. The notification also includes a link to view the ticket.
Configure customer notifications
Company- and team-managed service projects use the same configurations for customer notifications. Unlike internal team notifications, customer notifications don鈥檛 use a notification scheme in company-managed projects. All service project admins can configure customer notifications without assistance from a Jira admin.
To access customer notification settings:
- In the sidebar, next to your project, select More actions (represented by 路路路), then Project settings.
- In the sidebar, select Notifications, then Customer notifications.
In customer notification settings, you can configure if customers can download attachments from a secured link or if they have to log in to the portal as well as the email address notifications send from. There is a set of notifications, each of which you can enable or disable.
馃憠 For example: The Participant added notification sends an email to the newly added participant notifying them of the request.
Configure notification templates
Each notification has a template that you can edit. To edit the template, in customer notification settings, locate the notification, then click Edit. Here, you can edit the subject line for the email and the message content. In company-managed projects, you can additionally configure the recipient.
馃憠 For example: Saira noticed an increase in customer questions, even though they receive an automated email when they submit a request. She thinks it would be helpful to include links to useful resources in the customer notification, so she adds a few links to the Request created notification.
You can also configure a main template that appears after the content specific to a type of notification. You can add logos and variables, change the subject line, and more. This will then appear at the bottom of all customer notifications. To configure this template, in customer notification settings, under Templates, select Edit templates.
馃憞You can edit the subject line and adjust the template's HTML, CSS, and plain text styles.
Troubleshoot common issues with notifications
Occasionally, customers may not receive a notification that you鈥檙e expecting them to receive. If that happens, you should investigate:
- Did the customer opt out of notifications for that specific request?
- Are the agent鈥檚 comments internal instead of shared with the customer?
- Is the person expecting a notification for a customer for the service project?
- Does the request have a request type?
- Is the sender email address invalid?
Let's see what you've learned!
QUESTION 1 0F 1
Samar is a service project admin for a company-managed service project. Her company recently updated its brand and has a new logo they鈥檇 like to add to customer notifications. What is the best way to add the logo to all notifications?
Select the correct answer.