Can I see if a customer is getting notifications or not?

[Peo Krook]

Every now and then customers mistakenly click on the link for an issue not to be notified via email. Either via the email link or from the issue in the portal. If it's done unintentionally, it of course leads to confusion when they don't recieve any emails. And they contact us and wonders why.

Is it a way for us agents to see whether the customer receives notifications or not for a specific issue?

[Lenard Bernardo · Accepted solution]

Hi Peo,

Thanks so much for your question.

Unfortunately, we cannot track if a customer has enabled notifications on a request.

However, this is a great feature suggestion and I have created a JAC suggestion request with your original question here: https://jira.atlassian.com/browse/JSDSERVER-7152

Please share and vote for this request to raise your support in this feature!

To learn more on how your suggestions are reviewed, see our approach to highly voted suggestions here, and how we prioritise what to implement here.

Thank you,

Lenard
Jira Service Management

ps. if this answer is correct, please select the ‘accept answer’ button

[Peo Krook]

Thanks @Lenard Bernardo, then I know.