Emails to Customers of Organization

[Sundara Raghavan S]

Currently, when a ticket is created with an organization added, all customers receive an email saying "this ticket is shared with your organization".

However, only if they go to the ticket and opt-in for more notification, they'll get emails for any comment added or issue state changes.

Without a customer opting-in for more notification on specific ticket, is there a way we can send notification about comment added/edited and issue state changes?

The "All Customers Involved" doesn't include Customers of Organizations. Only when specific customer is added to "Request Participants", they become part of that context. So, even an Automation to send email doesn't satisfy the use-case.

Will creating an automation to add all customers of the organization to Request Participants work? Need help in creating such an automation as this is complex.

[Jack Brickey]

If they have not opted into being notified they will not be. You might consider using automation and creating a group as previously discussed here - How-to-use-organization-members-as-email-recipients-automation . There is an improvement ticket mentioned in that post but don't believe it is yet implemented. There are addon solutions to consider as well.

[Sundara Raghavan S]

Please share the addon solutions

[Dan Breyen]

Hi @Sundara Raghavan S welcome to the community.  In your settings for JSM, (Settings / Products / JSM / Configuration) do you have "Should new requests be shared with with a customer's organization"? If it's set to 'no' you may want to change this to 'yes' to automatically share them with the Organization.

Keep in mind, there may be people in the organization that don't want to get a notification for every ticket, but I'll leave that up to you.

[Sundara Raghavan S]

I believe that configuration is for a different purpose. When a request is being raised by a customer, should that request be shared with other customers in the requester's organization.

My ask is to send the notifications about comments being added, status being changed, etc. to customers even if they aren't part of "Request Participants"