e-mail notification

[Dekker Erasmus]

Hi Guys, How can I get a e-mail notification when the client sends a support request via the channel e-mail address?

[Dekker Erasmus]

Hi Angelica, thanks for your answer. Can you tell me where exactly to find the workaround steps?

[Angélica Luz]

Hi Dekker,

You can find the workaround on the description of the feature request below:

- Configuring agent notifications 

It's necessary to create a simple automation to mention agents, so it will generate a notification.

Note that, if you are the default user that runs the automation, you won't receive the notification if you mention yourself. To confirm this, you can go to Project settings > Automation:

By default, we don't receive notification when we change something or post a comment, for example, so to fix this, you need to go to your Profile picture > Settings > Notification of your changes > Notify me > Save changes.

If you have any other questions regarding this matter, please let us know.

Regards,
Angélica

[Angélica Luz]

Hello Dekker,

Thank you for reaching out to Atlassian Community!

When using a Classic project, there is an option to configure the Notifications, where it's possible to set a group, role, single user among other options. For that, it's necessary to go to Project settings > Notifications. For more details, you can check the documentation below: 

• Configuring email notifications

When using a Next-gen project, currently, this option is not available. With that said, other notifications work, but for the Issue created it's not possible to configure who will receive. We have a feature request suggesting the implementation of this ability:

• Configuring agent notifications

If you are using a next-gen project, please use the workaround mentioned on the feature to get notifications.

Regards,
Angélica