Where to find settings to include conversation history in email follow-ups

[Dana Levato]

Hi, 

Im looking to update how my customers receive follow up emails- right now they only see the most recent response and the original question. I would like the email responses to include the full conversation history so they do not have to go searching for past emails and piece the conversation together. I did find instructions to customize email notifications using the Email Templates in the Jira Administration settings; however, I cannot find where to find these settings even though I am an Admin. Any help will be greatly appreciated. 

Thank you,

Dana

[Igor Medeiros - Modus Create]

Hi @Dana Levato

If you are open to using 3rd-party solutions for your case, our app Notification Assistant for Jira can help you with this scenario

It allows you to add comment history on custom notifications.

Below is an example of how it looks using a dummy template:

Feel free to reach out.

[Trudy Claspill]

Hello @Dana Levato 

Welcome to the Atlassian community.

Jira Service Management Cloud doesn't provide a toggle option to include the entire comment history in customer notifications. There is a change request for it here:

https://jira.atlassian.com/browse/JSDCLOUD-2044

With regard to customizing the Customer Notification templates you would find that in each Service Management project by selecting Project Settings / Notifications / Customer Notifications

[Dana Levato]

Thank you for that. Its unfortunate that ticket was logged 10 years ago and no progress has been made. 

[Trudy Claspill]

Did you see your avatar in the upper right corner, or "Log In"?

If you log in, you should be able to vote and watch issues.