Customers Notifications

[Support]

Dear Atlassian,

We offer managed cloud services and HelpDesk on a behalf of our customers.
We have a secretary that receives calls from customers all day long,
she opens the tickets, assigning to technicians and setting priority.

The problem is when she open the ticket from "Create" - it seems like we are the reporter (Admin) and the customers don't get the correct notification and can't see his ticket on self-portal.
Instead - he gets another notification from the system, not the notification from the "Customer Notifications" section.

On the other hand - when she open the ticket on "Raise a request on behalf of", everything fine. The customer receives the correct notification and he can see his ticket on the self-portal.

Please let me know if there is any way to solve this :)

Thanks,
- Gal

[Michael Brown [Ascend] · Accepted solution]

Welcome to the Community! This sounds like a process you will need to refine. With that said, there are two options here:

1. Always open a ticket through the Service Desk Portal view, and ensure "Raise This Request on Behalf of" is selected properly. Do not use the "Create" button anymore. OR...

2. Include the "Reporter" field in the Create screen so when you create a ticket / issue by clicking "Create" you will be able to modify the reporter as a customer. 

Ensure that you have customers in your Jira Service Desk so you can accurately choose from them when creating a new ticket.

[Support · Accepted solution]

Dear Miechael,

We have already added the "Reporter" field in the create screen, but it still sends the notification to the admin instead of the customer.

More than that, when I open the ticket from "Create" - the customer isn't able to watch his ticket from Self-Portal, even though i've added the "Reporter" field on the create screen.

Thanks,
- Gal

[Michael Brown [Ascend]]

A few more items:

1. Check your notification scheme and make sure an email / notification is sent to the reporter when an issue is created.

2. This is because you entered the ticket through the backend. On the right hand side of the ticket / agent view where it says "Service Desk Request", you will need to associate a Request Type with the Issue you just created. Otherwise, it will not appear through the Portal. 

[Support]

That worked !

Thank you very much :)

[Michael Brown [Ascend]]

Excellent!