Introducing Customer notification logs in Jira Service Management Cloud

[#1]

Update (11/07/2023): After a successful Early Access Program, we are rolling out 'Customer Notification Logs' to all our customers and you will soon be able to use this feature on your site. Currently, we are showing logs for undelivered customer invite notifications only.

What's Next?

• We are working towards launching a feature where project admins will be able to remove customers' emails from the suppression list within Jira Service Management without reaching out to the support team.
• We will be soon adding more customer notifications to this feature so that the administrators can view all customer notification failures under one page.

PS: As this feature is being rolled out to all customers, we're no longer monitoring the Early Access Program form. Please don't register using this form.

Thanks

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Hi Everyone,

We are excited to invite participants for the early access program for Customer notifications log feature in Jira Service Management. Project admins can use this feature to find out about undelivered customer notifications and their possible causes. This will make it possible for the project admins to have the visibility on the customer notifications of a project and have the means to understand the issue without reaching out to the support team. 

If you want to sign up, just click here! 

Once you sign up, the feature will be made available to you in the coming weeks. 

What is it?

If you navigate to the “Customer notification” page, you can view different customer notifications that are enabled for your project. Whenever these notifications are triggered, the general expectation is that it would successfully reach the customers. However, there could be multiple reasons why the customer has not received these notifications.

Hence, in order to provide visibility on undelivered notification that would enable project admins to remain on top of any notification failure, we have come up with a solution.

How does it work?

Once you enroll for early access program and we enable the feature for you, you will see a new tab named ‘Customer Notification Log’ in the left navigation menu . Currently, we are showing undelivered logs only for the ‘Customer Invite’ to test out our solution but will be adding more notification types soon in our future releases. This new menu option will only be visible to Project Administrators.

What's Next?

We are working towards adding more notification types so that administrators have consolidated view of all customer notification failures. We are aiming to release this feature for general availability later this year. Further improvements on this feature based on the feedbacks we receive will be communicated to the community.

How do I sign-up for EAP?

You can sign up through this link. You will need to be a Project Admin to signup for this EAP. We also want to note that this is a limited EAP, which means we cannot guarantee a spot for all customers who express interest. Those who are selected will be informed via email and we will enable this feature within few weeks. We will communicate the release date for all our customers soon.

If you have any questions or comments, you can comment below or email me directly at: msingh10@atlassian.com 

Best Regards,

Manpreet Singh

PM, Jira Service Management

[Alex Koxaras _Relational_]

Hi @Manpreet Singh 

A great great great addition this is! However it would be great if we could test it with more that 1 available notification. I mean, don't get me wrong, knowing if the invitation is sent out is great, but give us something additional to play and experiment with! :) 

[Kalin U]

We have the "Customer invite" notification disabled, so we'll contribute to the program when more types are available :)

[John Funk]

Looks exciting!

[Huw Evans]

We have user invites disabled, so it would be nice to have some more notification logging enabled so we can actually test. 

[Helen C]

This is great but agree would be good to get something more then customer invite as we are fairly stable and don't get a lot of these to test it out. Comments back to customers would be very helpful and give more material to test. 

But love it thanks 

Helen

[Jim Tolson]

I'm in the same boat, won't be able to do testing until more notification types are added. specifically when a tech replies to a customer on a ticket or @ mentions them on a ticket.

[Thorsten Letschert _Decadis AG_]

Looks neat. However, I +1 the other comments asking for additional events to do proper testing.

[Romy Meyers]

we don't even send out customer invites.

when can we expect to have support for all outgoing notifications? success and failure?

[Adam Kassoff]

it would be nice to have a log of the email action from automations as well 

[Romy Meyers]

Is the build out of this feature in progress or stalled. When can we expect to see logs for all outgoing customer notifications - success or failed? thanks!

[Romy Meyers]

Any update on the progress of supporting all outgoing emails and logging? When can we expect the full functionality? thanks

[Gareth Jones]

@Manpreet Singh This is a brilliant feature to have rolled out. Thanks to the product team!

Do you have any leads on when the expanded functionality is expected? Having the customer invites are useful, but being able to see a log of 'normal' notifications sent to customers would be extremely useful!