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

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • 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

Closed Issue - Customer Notifications

Hi All,

I've just experienced a concern whereby a request has come into the ServiceDesk and was closed by an Agent in a very quick timeframe.

The customer ended up receiving a "issue created" notification email and the agent's "resolution" response was appended to this email instead of the final "closed" ticket notification.

From a customer perspective, I see how this is confusing.. 

 

Using next-gen servicedesk

1 answer

Hello Sam,

 

It is because by default Jira now use the batch email notification system.

 

So when an update is put on a ticket, the email wont go out straightaway. It will wait to see if there are any other updates and send them all out in one email.

This was to reduce the amount of email spam users were receiving.

 

If the ticket was closed after say 10 minutes of the last update the customer would have received a separate email.

This batch method can be disabled: 

  1. Go to Administration > System > Batching email notifications 
  2. Select Disabled, and click Save. These settings will be applied to all users.

I think you can also change the length of time it waits before sending out the email from these settings as well.

 

Phil

Hi Phil,

Definitely understand the theory - and I was aware of the batching notifications.

However, I can't see the "batching email notifications" setting you're referring to..

I also stand by my comment that the response should not be added to the initial "issue created" notification - the response should have been added on the closed notification - this is the last email the customer had received, this is where they'd expect to see the response.

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
PERMISSIONS LEVEL
Site Admin
TAGS
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...

182 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