Notification / Confirmation that the ticket has been read

[Albert Manuel]

Hi,

We use Jira Service Management for our customers, many times, they read our responses in the tickets or emails but they do not reply back -  is there any way of getting a notification or something when a ticket has been read?

No matter if it's a script, plugin, free or paid...i just can't find any solution.

@AlL need help here

Thanks

[Max Foerster - K15t · Accepted solution]

Hey @Albert Manuel

Not to my knowledge. If a customer does not respond (speaking about our customer support), we reach out to the customer again (automated) after a few days and after that, the ticket will be closed after X days. There's nothing more you can do. It can be frustrating because you want to help, but they should meet you halfway! ;) 

Best, Max

[Ken E]

Hey Jira-ites, Read Receipt of an update is a feature of ServiceNow, maybe it will be coming to Jira soon?  It would be really good to have some confirmation that the client has received an important update that may have a serious impact.

It would be good to know that they've at least seen it.  Perhaps a requested acknowledgement option on our side so they know it's important to us that we know they know there's going to be an impact and it may be critical. 

Of course other tools could be used, but it makes sense in Jira.

Cheers!

Ken