Hello, I am new to Jira Service desk and I am trying to configure it
Currently, my external clients contact us through a live chat (intercom) and then the agents create the tickets, however the clients do not receive notifications of the tickets.
Can a customer receive notifications of a ticket when it was created by an agent?
Can you make sure of the following:
If all these have been set correctly then please provide some more information and context as we will need this to help narrow down the problem.
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Hey @Aranza Valdez
How are your agents creating the JSD ticket? Are you using the Jira Cloud app by any chance? (we are the creators of that app)
If that's the case, the reason why the customer is not notified of the JSD ticket is because the Intercom app creates a regular Jira issue (in your JSD project) as opposed to a JSD request - they are similar but not the same. Have a look at the explanation in Atlassian's docs.
For now, you would have to manually convert the Jira issues into a Jira Service Desk issue. To do this, you need to manually select a Request Type and share the request with them via the share button. After that, notifications should be sent to the customer if you choose to do so.
This flow is not as efficient as it can be and it's something that we are aware of. We are looking into a tailor-made solution specifically for JSD that will cover this use-case and do all these steps for you.
Best regards,
Tobias
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