Notify ticket requester after time of no response?

[Forrest Aldrich]

Is there a way with JIRA Cloud to trigger a notification (email, for example) to a customer who hasn't responded to a ticket in a specified period of time?    This would be very useful.  Amazon does this with their ticketing system.

We understand that customer become busy and/or distracted; but, adding more verbiage to the ticket itself is frequently seen as noisy, where other watchers are involved.  So I would like to see an option for the above, as a customized trigger of sorts.

[Marlene Martins]

Hello, We have created anSLA to create a trigger in the automation rules.

When the SLA expires, the customer receives an email.

[Bastian Stehmann]

Hi @Forrest Aldrich,

Are you using Jira Service Desk?

You can use automation or SLAs to achieve this.

If you are not on JSD, you will need additional add-ons, I think.

[Forrest Aldrich]

We are using JIRA Cloud (sorry I forgot to mention that).   I know JIRA Cloud restricts what you can add on.

[Bastian Stehmann]

You can have a look at Automation for Jira, this is available for Cloud and allows you to send emails.