Alert when a ticket is made

[Clare Lawson]

Hello. I have a customer who wants to know when a Jira ticket is made by anyone at their company.  We take phone calls to create tickets.  We also have our customers send in emails that generate Jira portal tickets.  

I don't want to make more work for my help desk.  Is there a way to add the customer as a default when a ticket is made regardless if it's generated by an email or it is manually created by our team?  thanks!

[Karie Price]

Do they just want to be notified or added as a watcher? I have automations to add/remove watchers based on certain criteria (I do this with my vendor partners and add them only to those tickets that have a certain component/tag for example). So you should be able to follow a similar approach for adding them as a watcher and/or sending a notification as noted in the comments above.

[Shaun B - CIS]

This is how I'd do it too. Either Automation to add as watcher OR automation to send an email if they just want to get alerted on ticket creation, but not actually watch and get future ticket updates.

[Michel Neeser]

@Clare Lawson I would use automation too. But an important question is how you mention the customer in the ticket if the ticket is created after a phone call. Do you have a label for the customer, or do you create the ticket in behalf of a user which belongs to the customer?

[Shanjoe Christopher]

Hi Clare,

Go to the project where you will need this enabled, Project -> Project Settings -> Notifications. You can setup this notification for any tickets created in the projects. Below are various options available. You can also setup a Notification scheme and add to all the projects you will need this alerting.

Hope this helps.

Thanks,

Shanjoe

[Clare Lawson]

I don't think that will work because we have many customers using one project.  

[Shanjoe Christopher]

Okay. Lets say you have Company A, B & C. You would like to send notification only for Company B and not for other two companies (A & C). Am I right?

[Clare Lawson]

Yes!

[Bryan Urias]

Could Clare create a group for that specific customer group per project? 

[Elena Lurye]

Just create a global automation triggered by "request created" and send this customer an email.
Easy to do, and no one else will be bothered by these notifications

[Clare Lawson]

How do I isolate just the requests that come from a certain customer?

[Shanjoe Christopher]

I would recommend a combination of the comments by Bryan and Elena above. Create a group and have it as a field in your project. Whenever a request is raised by users under that group, a notification can be triggered by Global Automation.

[Elena Lurye]

@Clare Lawson  - add additional condition (reporter = this customer)

Make sure this automation is global (affects all projects, not just one)

[Clare Lawson]

How do I only sent her alerts for when her company has a ticket created?  

[Elena Lurye]

HI @Clare Lawson ,

How do you identify the specific company?
As I understand, multiple companies are using your service desk, and when any customer from the user company submits a ticket, he needs to get notified?

You can utilize Organizations, and group customers by Organizations (based on their Companies). That will require some work, though...

Then, use a condition in your automation to check if reporter belongs to specific Organization - then send that email.

[Reinaldo Borges Júnior]

Nice answers. Great!

[Anne Saunders]

Are you using the Customer Portal? https://confluence.atlassian.com/servicemanagementserver/configuring-the-customer-portal-939926277.html 

You can segregate by Customer. and it's part of JSM already. 

[Anne Saunders]

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Here's the parent article on Customer Notifications, too: https://support.atlassian.com/jira-service-management-cloud/docs/set-up-notifications-for-your-customers-and-team/

[Suresh Sharma]

Hi @Clare Lawson  Yes, Sinergify can help you achieve that. Sinergify is a Jira integration tool that provides advanced synchronization capabilities between Jira and other platforms like Salesforce. With Sinergify, you can configure rules to automatically update Jira issues based on specific conditions.

In your case, you can set up a rule in Sinergify to add the customer as a default when a ticket is created, regardless of whether it is generated by an email or created manually by your team. The rule can be configured to trigger whenever a new ticket is created in Jira.

By mapping the relevant fields between Jira and your customer database or email system, Sinergify can extract the necessary information from incoming emails or phone calls and automatically populate the customer details in the Jira ticket.

This way, your help desk team won't need to manually add the customer information for each ticket, reducing their workload and ensuring consistent data entry.

DM me if you'd like to take a demo of this