Avatar in customer email notification

[Asher Francis]

Hi

When we first started using JSD trial, when an agent commented or changed the status of an issue, the email received by the customer included the Avatar of the user who carried out the action

This doesn't seem to be happening any more

How do we get this to show up?

Thanks

[Andy Heinzer]

Hi Asher,

If I understand the concern here, you expected that the customer notification emails would contain the user avatar of the Service Desk Agent that made the change to the request.  In my experience I don't recall that this was a feature of these Jira Service Desk notifications.

Certainly the Jira Core/Jira Software notifications can contain this, but these are a different kind of notification.  Those notifications can only be sent to licensed Jira users. 

Whereas the Jira Service Desk customer notifications will always have a footer at the bottom of them that reads:

Powered by Jira Service Desk

I suspect that you might have seen a core notifications instead.  If an internal comment is left, customers don't see these, but they can still trigger core notifications if the notification scheme is setup as such.  I'd recommend checking back through the previous email notifications.  I believe you will find that the ones that contain this user avatar are not actually customer notifications, but core notifications.

If you do find that I'm wrong about this, I would be interested to learn more about the date/time and user accounts involved here so that we can investigate this further.  Perhaps a screenshot here might help us to better understand what you saw versus what you see today.  It could also be that the email client is showing it's own avatars for the email address rather than the avatars that Jira has for that particular user.  But I'd want to take a closer look at the email you saw this in to better understand if that is what is happening here.

Let me know.

Andy

[Asher Francis]

Thanks Andy - I'll have a look into it and get back to you

[Asher Francis]

Andy,

I've checked this and I think you may be right in that the notifications where we saw this were internal notifications from other team members - so where an agent had edited/commented on another agents issue

It's really disappointing that we can't do this, as having a face to a name with our service agent was something that really attracted us to Jira in the first place

We'll have to find other ways of making it more personal!

Thanks

Asher

[Andy Heinzer]

Hi Asher,

It might be possible to do this within an add-on, such as Raley Email Notifications for Jira / JSD or Enterprise Mail Handler for Jira (JEMH), but I have not personally tried to make this kind of customization in either of these apps.  There might be other apps in Marketplace as well that might allow for you to customize the notifications to customers more than native Jira Service Desk Cloud will do today.

Sorry there is not a better native solution right now.  I agree that this could be a useful feature for Jira Service Desk to have, so I created a feature request for this over in JSDCLOUD-9153.

Cheers,

Andy

[Asher Francis]

Hi Andy

Thanks very much for this. I think I, like a few other people in this community, are growing a little tired of "Jira product can't do it but you can spend another $1,000 a year on this add-on"

I love Jira and I think it's a really powerful product, but it's a pity that Atlassian can't focus a bit more on out-of-the-box functionality rather than expecting companies to pay out more money for functionality that really should be standard!

Thanks anyway

Asher