When using Jira Service Desk it can get quite confusing how to manage notifications. Project notifications(PRN), Customer Notifications (CN), post function notifications (PFN), @mention (@N) notifications.
There are so many pros & cons to each type and trying to find the right one to use is hard.
1) CN, its a good way to communicate with your customers, however you cant send a notification to a specific user / user picker field, instead you're restricted to only "customers involved".
2) If you want to contract the user directly, you use @N , however the customer will receive a system notification which takes them to the project but they only use the Portal.
3) You dont want to use PRN for customers, because they will always go to the project.
So what do you use? keen to hear your thoughts.
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