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Issue with Customer Notifications

Hi all,

I am having a few issues with my customer notifications from my service desk.  We have set up 2 ways for our customers to log tickets

  • Via the portal
  • Via an email address which then creates a ticket

Most of our customers use the email address to log a support ticket with us, however we have had some issues with users not getting responses who are cc'd on the email.

I performed some testing this morning, by emailing a ticket in and cc'ing another of my external email addresses.  I received a notification to say that i had been added as a participant but since then, every update that has been added to the ticket, i have not received via mail.  My settings seem right, but this will have an impact to our clients if i am unable to resolve.  Can anyone point me in the right direction?

 

1 answer

1 accepted

Thank you!  Seems so simple now...

I have taken a look and my only 2 options are either;

  • Reporter
  • Customers Involved

I only want the notifications to go to the reporter and the requested participants, not everyone in the company, as some of our support customers have hundreds of people.  Is there a way to add in Requested Participants?

Customers involved would include the requested participants. as the documentation states.

Thank you, does it not also include the other users for that customer?  I just want to avoid spamming other users for that company when they dont need the updates.

True... my bad, too much multitasking.

In those cases we have used in the past the following app

https://marketplace.atlassian.com/apps/4977/email-this-issue?hosting=cloud&tab=overview

It gives you more flexibility about who to notify when.

This should allow you to ensure you don't notify the organization as part of the combo as well.

So i have been doing some further testing, and think i may have managed to figure this out without using the app.

I added Customer Involved into 'Public Comment added' and then disabled Organization added;

"When a request is shared to an organization, your service project notifies the organization's members so they can opt-in to further updates."

I set up a test customer and added 3 email addresses.  I raised a request from one email address, adding in another to the cc and excluded one.  I added a comment to the ticket and the comment was received by the 2 people involved in the ticket, and the one that wasn't, didn't get any notification which is what i was after!

I will perform some further testing to make sure that this doesn't spam another way and let you know.

Like Josh Carpenter likes this

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DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
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PERMISSIONS LEVEL
Site Admin
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