Can I turn off the confirmation for mail notifications?

[Marijn Goossens]

Hi!

When a customer creates a ticket, they first need to confirm notifications through mail. Is there a way to skip this step, so they just receive mail notifications from the beginning?

Or can I manually give this permission myself in the service portal?

Thanks.

[Dave Rosenlund _Trundl_]

Hi, @Marijn Goossens. Thanks for the question.

As far as I understand things, one cannot turn off the initial notification about receiving emails related to service tickets as Atlassian must give the customer the opportunity to opt in (or not) in order to be GDPR compliant.

Circumventing this step — you do it for the customer — would not really be in the spirit of GDPR either.

Perhaps you can tell us more about the problem this is creating for your organization. Maybe there is some other way to address the problem.

Best,

-dave

[Marijn Goossens]

Hi Dave,

Thanks for the reply.

The issue is that my customers are not techy at all. And they don't really understand why they have to confirm that they want to receive mails from a support system after asking for support themselves. They just make a ticket and expect a reply.

To be honest, I also never encountered this before? Most of the time when I create a support ticket for whatever platform, I just get a reply. The same as my CRM (Odoo for ex.) you just do auto mailing (sending quotes etc) without any extra step. I think this is GDPR compliant since the customer is the one who created the ticket and got in touch with us. Therefore they give permission, I think?

Opt-ing out should be always possible, but since the customer is the one who asks support, I think opt-in should be automatically after their request. 

Do you think this is possible?

[Marijn Goossens]

@Dave Rosenlund _Trundl_ I was wondering if you had the time to read my reply yet.
Thanks a lot!

[Dave Rosenlund _Trundl_]

Sorry for the delayed reply, @Marijn Goossens.  AFAIK (I could be wrong) it's simply not an option with Jira, but there are others here on the community who may know of a workaround. Hopefully, someone will speak up  🤞

By the way, the fact that other companies are not following the GDPR, and other, related, guidelines the same way Atlassian doesn't mean "Atlassian is doing it wrong." It may mean the other vendors are less risk averse.

Sorry I can't be of more help.

-dave

[Marijn Goossens]

@Dave Rosenlund _Trundl_  Ok thanks fo the reply!

I will see what I can do with the existing features.