Tickets details not showing in email to customers

[Kat Kimmons]

Hi,

We only use Jira Service via the email channel. Our customers do not go through the portal to open or receive updates on tickets.

Ex: customers sends ticket to heldpesk@xxxx.org and IT receives ticket on portal..IT replies to customer on portal--Customer does not see details in email on  any status update to ticket.

Customer does receive the ticket letting them know we have received your request and are working on it-thats it.

Please help!!

also we have no interest in sending customers to the portal.

Thanks Kat

[Jessica]

Hi @Kat Kimmons !

You can learn more about configuring email notifications on Jira Service Desk in the link below:

Set up notifications for your customers and team

I hope that helps!