Jira ServiceDesk: Notify a customer/user when a ticket is updated.

[Daniel Olg]

I'm trying to implement Jira Service Desk for our customers to report incidents and submit requests instead of the usual communication via email. 

As I'm testing, I realized that when I updated a ticket using the "Respond tu customer" option, they're not being notified. They have open Jira, open their ticket, and then check the comments which slows down the communication a lot. 

What's the best way to keep an active two-way communication with customers once a ticket is open?

[Kian Stack Mumo Systems · Accepted solution]

Daniel, 

Could you please show some screenshots of the "Customer Notification" sections?

Thanks, 

Kian

[Daniel Olg]

Ok, this is a screenshot of the customer portal. This is what customers can see when they access to see the status of their tickets. 

I want to know if this is the best way to keep them updated, or if there's a way to notify by email every time there's a public change on their ticket or a comment they need to see. 

This is how the ticket looks like from our side. I used the "comment" option Highlighted in red. I also tried using the "Share with customer" buttom that is at the bottom of the ticket.

Thank you

[Kian Stack Mumo Systems]

Can you show us what the "Customer Notificatins" section looks like? We need to see that to see if you are trying to notify customers on changes. 

Navigate to "Project Settings">"Customer Notifications". You'll want to make sure the "Public Comment added" is turned on, along with "Customer-visible status change".

[Daniel Olg]

Thank you! 

That was what I was looking for actually. That answers the question. 

[Daniel Olg]

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