Outgoing e-mails from JSD

[Deleted user]

Hello,

I am a RegTech company employee  from Poland. We are trying to configure Jira Service Desk. I am looking for solution about e-mail configuration.

I found and use this tutorial: https://support.atlassian.com/jira-service-desk-cloud/docs/receive-requests-from-your-existing-email-address/

and it works for receiving request from Client.

The problem is:

When I try to answer for request I have got button "Answer for the Client" (or sth common, I use Polish version of JSD).

After clicking this button nothing happend, Client didn't get any answear for his e-mail. Is there in JSD any configuration for outgoing e-mails?

[Angélica Luz]

Hello @[deleted],

Welcome to Atlassian Community!

The most common cause when a customer is not receiving notifications from Service Desk, is that the request type is empty on the ticket. 

Since the ticket is created by email, the request type should be filled, but if it was moved to another issue type, the request type will be empty and the customer won't receive notifications.

Please, make sure to check if the field Request type is filled.

Also, if you are testing this feature, make sure to use a different account for the reporter and the assignee, because if you created the ticket and you added a comment on the ticket, you won't receive notifications because, by default, you won't receive notifications of your own changes.

Regards,
Angélica

[Deleted user]

Hello @Angélica Luz !

Thanks for your support. I think I do not accurately described problem before, so:

1. We are using gSuite (maybe does it matter?)

2. Request type isn't empty, I have got few tickets with Request Type: "Request sent via e-mail" (or sth common, I use polish version of JSD)

3. The problem is:

After clicking Project Settings -> Notifications -> Customer Notifications i can see a table with many kind of notification.

And now: We only want to send to Client answers for his request, without any notification about changing status.

4. So i try to turn off every kind of notification also the last one:

"Change visible status for Client"

And when every kind of notification is turned off Client didn't get any response (but in JSD I see it was "added".

5. When i turn on "Change visible status for Client" answers for request are send to Client e-mail adress, but he also see every information about changing status like "Waiting for support", "Escalated" etc.

6. So, is there an option to send only answers from JSD to requested e-mails without any other notification?

[Angélica Luz]

Thank you for the details, Bartosz.

If all the notifications are disabled, then it's expected that customers won't receive updates about comments.

I tested here disabling only the Customer-visible status changed and the notification works.

Please, enable "Public comment added" for customers to receive notifications about comments.