How do my customers get automatic updates about issues?

[Sandra Kamphuis]

When I create a new ticket(bug) and I define the customer, the customer does not recieve any email. The customer is in no way informed. What do I do wrong?

We defined organizations and subsequently customers for that organization.

[Jack Brickey · Accepted solution]

@Sandra Kamphuis ,

I suspect you are creating an issue for your customer using the “+” in the sidebar and then changing the reporters to be the customer. If so then you must also set the Customer Request Type. A better way to open issues on behalf of the customer is to use the raise request in the sidebar which takes you to a modal that represents the portal and you can select the customer from the “on behalf of” drop down. 

[Sandra Kamphuis]

Hi Jack,

Thanks. We indeed use the "+" in the sidebar. We will use the proper way from now on.

[Pedro Felgueiras]

Can you please clarify how you "define the customer" the customer ? 

Dose the customer only see their issues, or can it see the issues from other clients ?  

If the customer only see their issues, you cna change the notification schema to notify the customer role when an issue is created. 

[Sandra Kamphuis]

Organizations see their own issues and they can't see any other issues. The customers within a organizations can see all issues for that organization.

[Jean Schmücker]

the easy fix would be tagging the person who needs to look at what you have created. 

I dont knwo if you already did that ? 

Hope that helps just a little bit.

KR

/JS

[Sandra Kamphuis]

Hi, unfortunately that will not work, because you can't tag external clients.
Thanks for your help anyway.