Configuring service desk notifications
When customers submit a request through the customer portal, they receive Jira Service Desk notifications to keep them informed of the request's progress. Your team of agents and any internal users (e.g. Jira Software developers) are updated via the default Jira notification scheme.
On this page:
Who receives service desk notifications
| Your customers | Your team |
|---|---|
When a customer submits a request, they receive email notifications as the issue reporter when:
| When agents work on an issue, they receive email notifications as part of the the project's Jira notification scheme. Read more about the Jira notification scheme. Agents don't receive notifications of their own changes when they act as a customer on issues with a set request type. |
Configure service desk notifications
Two settings impact how notifications work for a service desk project:
The system level Notifications setting controls customer notifications for all service desk projects. This setting is enabled by default and can be disabled by going to
> Applications > Jira Service Desk Configuration.
- The project level Jira notification scheme controls agent notifications for a service desk project.
- If the Notifications setting for Jira Service Desk is enabled, agents will receive notifications as part of the Jira notification scheme. Customers will receive service desk notifications for all issues they're involved with.
- If the Notifications setting for Jira Service Desk is disabled, agents will continue to receive notifications as part of the Jira notification scheme; however, customers will only receive notifications if they are working on an issue in a public project.
If notifications are enabled, customers can opt-out of them via the customer portal or email. People who opt out are only notified when the request is resolved.
Set the notification email type to HTML or plain text
As a Jira administrator, you can set the default email type for service desk notifications. If the default type is set to HTML, dual-encoded notifications are sent, allowing your customers to then select the HTML or plain text view in their mail client. If your customers rely on software that requires plain text or use a plain text mail client, you can change your default setting to plain text and apply this change to new and existing customers.
- Choose > System. Scroll down to the User Interface section and choose Default User Preferences.
- Select Edit default values.
- Change the Default outgoing email format to html or text and click Update.
At this point, the email format you have selected will only be applied to new service desk customers. If you also want to override the email format chosen by existing service desk customers and agents: - Under Operations, select Apply.
- Select Update to finish applying the email preference to all user accounts.