How do I set up response to tickets so customers know the ticket is been worked on

[Jose Montero]

Users put in Jira tickets and they don't know when we response to the ticket or accept the ticket.

[Sam Nadarajan]

Hello Jose, welcome to the community!

It sounds like you are describing customer notifications. In your service project, go to "project settings" > "customer notifications". From here you can see what notifications are being sent out for different events.

You can edit the content of the customer notifications by selecting "Edit." Additionally, you can create an automation rule that sends out customer notifications for events that are not listed above.

Here is some Atlassian documentation that sheds more light on customer notifications.

Hope this helps