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Service Desk Customers mail loss when new event happen

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May 21, 2024

Hello Supporter

   We have a question. We already add RD1 in 人員 as below figure but RD1 sometimes cannot get mail when new event happen (customer new ticket request or new customer feedback). Could you tell me how to solve this problem?


Jira Question.png

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Bruna Silva
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
May 23, 2024

Hello @johnsonchiang,

Thank you for reaching out to Atlassian Community!

Allow me to share with you that, as mentioned in this document, there are two types of notifications in service projects: customer notifications and internal notifications.

Customer notifications can be found by following the steps below:

  • For Company-managed projects: Project settings > Customer notifications.
  • For Team-managed projects: Project settings > NotificationsCustomer notifications.

Internal notifications can be found by following the steps below:

Therefore, if you want to notify your team members, it's necessary to configure the Internal notifications according to your use case.

If you have any other questions regarding this matter, please let us know.


Please keep in mind that, the Atlassian Community is open to the public. Therefore, in the future, please take care not to post sensitive or personally identifiable information or any other internal company information that you would not want to share publicly.

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