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Customer can't opt-in notifications - missing menu item Edited

In this article  it is stated that if customers opt out of notifications, they can opt in again by choosing Requests > Customer notifications menu. The problem is that in our service desk project the customers can't see this menu item (double-checked with a test customer). Is there a settings for this anywhere? I'm a project admin but can't find such a settings in the project settings.

Edit: I just realised the article above is about Data Center and Server. So my question is that if there is a similar option for Service Desk in the Cloud.

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Answer accepted

Hello @László Kocsis,

Thank you for reaching out to Atlassian Community!

In Jira Service Management Cloud, customers can opt-in and out from notifications based on each ticket. There are no options for them to disable all notifications.  

With this said, if a customer disabled the notification of specific tickets, they need to go to the portal and on Requests > All, search for the tickets, open them and click on “Notifications off/on”.

Screen Recording 2021-04-01 at 11.53.42 AM.gif

If you have any other questions regarding this matter, please let us know.

Kind regards,


My question was not about settings for individual issues.

Is there a similar settings for the cloud service desk to the settings mentioned in the above linked article? See my Edit in the original post (it was earlier than your answer).

Hi @László Kocsis,

In Service Management Cloud there is no option similar to  Requests > Customer notifications in the customer portal. 

In case customers need to opt-in and out from notifications, they need to follow the steps I mentioned in my previous answer. 

If a customer opted out from a notification, only they can enable it again directly in the ticket. 

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