Tickets opened from JIRA "on behalf" of the customer do not get automatic email notifications

[Tech Support]

Hello,

When the customer creates an issue via the Portal or they send an email to our support email account (which means that a ticket is then automatically created on JIRA), they receive an email every time we publish a comment in the ticket.

However, if we create an issue on their behalf from JIRA as shown in the attached picture, the email address filled in the "Reporter" field will never receive anything:

I have seen comments for the same problem for opening "as behalf" but the scenario was not the same because in our case that is the only problem. We wouldn't like to disable anything a priori, we just wish the reporter received the automatic notifications.

Could you please advice?

Many thanks in advance.

Kind regards,

Gabriel

[Victor Mutambuki · Accepted solution]

Gabriel,

It is by design that you don't get notification as a reporter.

Victor

[Tech Support]

Hello Victor,

Many thanks for so prompt and clear response.

Then, knowing now JIRA is indeed working as expected, do you know which strategy could we follow in order to open tickets on customer behalf and get them in the automatic communication flow (to their email accounts) each time the ticket is updated?

Many times we are the ones that open the tickets (create issues) because we know about the problem by different sources or even because the customers just send us emails to our accounts instead of the support group account or through the portal. Then we have to manually paste to the tickets all emails we send them as a reply and the ones they also reply to us, etc (so we have to keep a manual sync between what is inside the ticket and the communications done). That is very unproductive and doesn't allow us to get the full benefits of a ticketing system indeed.

Thanks again in advance.

Kind regards,
Gabriel

[Chris Thomas]

Did you ever get this figured out? We are having a related issue.

[Sandi Slavko]

Seeing the same issue on our Cloud instance, were you able to find a workaround or resolve?