Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal


  • Give kudos
  • Received
  • Given


  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Can Customers see labels on a ticket in emails?

One of our users (agents) asked if customers can see the labels on their ticket in the emails. I think they don't want to customer to see them.

I'm assuming the answer is 'no, the customer doesn't see them' for the following reasons:

  • I don't believe the labels are displayed on the customer portal so I would this the emails would display the information in the same manner
  • Labels are used to help agents organize information and really no use to the customer
  • I also read the documentation about customizing emails and there is nothing in there about the labels

Having said that, I'm not 100% sure.

Can anyone confirm?



4 answers

0 votes

Hello @MadelineBarr

if you mean the notifications which came from customer portal to email, labels are not included. You can adjust these emails in Project Settings -> Customer Notifications.

Hope that helped,


Thanks Adam, for your feedback.

I mean when an agent adds a something to the Label field, does the Reporter get a notification that changes were made to the ticket and that the label was added.

For example, someone (the Reporter) submits a ticket that something isn't working. The Agent thinks everything is fine, and thinks the Reporter needs some training so adds a label to the ticket of Requires-Training. The Agent does not necessarily want the Reporter to see this update. 


I believe other Agents will get a notification that the label was added.


Is this correct?

0 votes

Hello Madeline,

no the Reporter cannot see that notification, if he is not Agent and has access to the project. These are basically all the notifications they can see:


More about that here:

And I think that even agents do not get notification, that the label was added. But never tried that to be honest. However there is nothing about that in notification scheme and it does not seem that notification Issue Updated includes that.

Hope that helped,


They're not a part of notifications, but they are visible from the portal if they open the ticket.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

209 views 1 6
Read article

Community Events

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

Find an event

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

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you