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Jira Service Management can be used to help many different types of customers in many different ways. For many customers, raising support through emails is one of the easiest and most convenient ways. These customers get email notifications whenever someone comments on one of their requests or tags them in a comment on a request. Comments may include attachments, which are added to the email notifications.
Today we are excited to announce that you can configure how your customers access attachments in email notifications! This means you can allow your customers to download attachments directly from email notifications, without logging in, making the support process smoother than ever.
We’re improving the way users interact with attachments in outgoing customer email notifications. Currently, if an attachment is included in a notification, it’s included as a link in the email notification. Attempting to access the attachment redirects to the portal’s hosted location of the attachment, requiring the user to login to the site to retrieve the full attachment. This can be time-consuming and inconvenient for customers who mainly use email as a way to communicate.
To better enable service desks that primarily operate via email, we’re adding a configurable setting to the customer notifications page. Customers on a paid plan will be able to download common attachment files (e.g. pdf word, excel etc.) directly from the notification email without the need to log in.
You must be a project administrator to set up the attachment security of customer notifications.
To configure attachment security in customer notifications:
1. From your service project, go to Project settings > Customer notifications.
1. From your service project, go to Project settings > Notifications > Customer notifications.
2. Find the Attachment security section and select an option for your service project.
3. Select: Download attachments via a secured link (without logging in)
Customers can download attachments via a uniquely generated link without the need to log in to the portal to authenticate. This option is ideal if your service project uses email as the only support channel.
The links can’t be guessed or accidentally discovered but they can be downloaded by anyone on the web with the link. Learn more about how customers access attachments.
A link will automatically expire 28 days after it’s generated, or they can be immediately invalidated by deleting the comment that contains the relevant attachment. If you decide to change this setting, all previously generated links will be invalidated and the customer will have to login in order to download the attachment.