Jira Notification Settings

[Allen Reyes]

I just wanted to know if you have any guidance and process on how we can resolve our concerns.

1. Emails responded to by the Support should only be in 1 thread. 
2. Participants do not see the email and updates. They can only see the Status Updates. 
3. Can we only include the Status Updates to the customer? 
   • First email = Automated Message 
   • Closing email = Resolved/Survey Message

I would greatly appreciate it if you can help me with this as this has been a nuisance.

[Charles Lynn]

Go to your Jira notification scheme and customize the notifications for your customers, agents, and admins. To edit the recipients or message content of your service project notifications: From your service project, select Project settings > Customer notifications. Choose the notification you want to edit, then select Edit under the Action column. That's how you can change settings. official website

Thanks.

[Allen Reyes]

Thanks, Charles.

I believe this resolved my #3 question. Will explore more the Customer Notification.

Can ask if you have any idea for my #1 and #2 question? I would really appreciate it. Thanks again!