Service Desk Duplicate E-mails

When we work on an issue in JIRA Service Desk, the customer gets lots of e-mails.

e.g.

  1. Customer Submits a request
  2. Agent adds a comment asking for some more detail
  3. Agent transitions the issue into 'Waiting For Customer' status

The customer gets 2 identical e-mails for this. Then after we respond we then have the following

  1. Customer Responds to Question
  2. Agent transitions issue to 'Open'
  3. Agent adds comment to update the customer
  4. Agent transitions issue to 'In Progress'

This then sends the customer 3 identical e-mails.

 

Is there a way to stop the customer getting all these duplicate e-mails?

1 answer

Service Desk customers get an email when they raise a request through the portal, when the request's status changes, when an agent adds a customer-visible comment, and when their issue is resolved.

It sounds like your agents are adding a comment and then transitioning the issue – or vice versa – which, as you point out, sends the customers two emails.

It is generally recommended that agents add comments when they transition the issue. The transition screen will need to have the comment field on it, but by adding the comment during the transition, the customer will get one email.

Another thing to consider is mapping your workflow statuses to request statuses, e.g. mapping "Open" and "In Progress" both to "In Progress." If you do this, then changes between these two statuses will not be made known to the customer. 

Suggest an answer

Log in or Sign up to answer
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Bridget Sauer
Published Mar 09, 2018 in Jira Service Desk

E.L. Fridge's take on education, Jira Service Desk, and creative Jira use cases

...word of mouth, so by 2016, we were working with several other entities on campus to implement Jira Service Desk . The Atlassian motto of “for every team” has really come true for us in this case. We...

966 views 2 14
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you