Email updates to external customer (not agent)


Hopefully not a dumb question, but I am having issues with email notifications re ticket creation/update going to non-agents?

I have set up an internal agent and a customer. Updates seem to go to the agent where needed, but do send to the Customer. Is there something I need to configure? Any pointers?


Also, related to this testing, is there anyway to add further fields to the customer portal to allow them to select priority, category etc, or is this limited to the Service Request type and summary incident details?


Thanks in advance




Sorry, let me try and articulate this better.

When an external customer raises an Incident via the support portal, they do not receive a notification email, despite having an associated customer email address.  However, when an Agent raises an incident via the Customer Portal, it does trigger an email to the agent, and they also get emailed any subsequent updates to the ticket. Do I need to configure something to trigger emails to the customer? I didn't seem to need to do this for Agent.

Regarding the configuration of fields for use by the customer, where do I find this? I have looked at Portal settings within the service desk Project, but the configuration of what the external customer sees via the Portal seems limited.

Thanks for your assistance. Clare

2 answers

This widget could not be displayed.
Steven Behnke Community Champion Nov 24, 2015

Sorry, I can't get past the language here. What is the issue? You said "updates seem to go to the agent..." AND "but do send to the customer." Further, you can configure most fields for use by the customer. This is performed under the Configuration of a Service Desk.

This widget could not be displayed.

Hi Clare, 

Two settings impact how notifications work for a service desk project:

  1. The *system level Notifications* setting controls the customer notifications for all service desk projects. This setting is enabled by default and can be disabled by going to Cog icon > Applications > JIRA Service Desk Configuration.
  2. The *project level JIRA notification scheme* controls the agent notifications for a service desk project.
  • If the Notifications setting for JIRA Service Desk is *enabled*, agents will receive notifications as part of the JIRA notification scheme. Customers will receive service desk notifications for all issues they're involved with.
  • If the Notifications setting for JIRA Service Desk is *disabled*, agents will continue to receive notifications as part of the JIRA notification scheme; however, customers will only receive notifications if they are working on an issue in a public project.

If you're using System Level Notification and the problem is still happening, please make sure to raise a support ticket with us ( so we can further troubleshoot this. On the other hand, if you're using the Project Level notification, make sure that you've added the reporter to be notified as well.

Hope this helps. smile

Suggest an answer

Log in or Sign up to answer
Atlassian Summit 2018

Meet the community IRL

Atlassian Summit is an excellent opportunity for in-person support, training, and networking.

Learn more
Community showcase
Posted Aug 06, 2018 in Jira Service Desk

A is for Activate: Share your top Jira Service Desk onboarding tips for new users!

Hi, everyone! Molly here from the Jira Service Desk Product Marketing Team :).  In the spirit of this month's  august-challenge, we're sourcing stories of Jira Service Desk activation fro...

573 views 25 15
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you