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. |
Configuring service desk notifications
Two settings impact how notifications work for a service desk project:
The system level Notifications setting controls the 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 the 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.