Configuring service desk notifications

Customers, agents, and admins get email notifications about the status of and activity on requests. You can customize the recipients, content, and style of these notifications. This page is about customizing notifications that go to your customers.

To customize the notifications that go to agents and admins, make changes to the Jira notification scheme.

How different roles receive notifications

A service desk project sends notifications based on two schemes:

  • One for your customers, and
  • One for licensed users, who are most likely agents and admins

Customers

When a customer submits a request, they receive the same default email notifications as the issue reporter or participant. When customers share requests in an organization, customers in that organization receive notifications. They can turn on notifications for other activity on the request.

When an approver needs to approve the request, they'll receive a notification. They can turn on notifications for other activity on the request.

Other customers receive notifications on public activities for requests they're involved with. They can turn on receiving notifications in the customer portal or email. Reporters who decline are only notified when a team member resolves a request.

Agents and admins

When agents and admins work on a request, they receive notifications as part of the project's notification schemeLearn more about the Jira notification scheme.

Agents don't receive notifications on their own changes when they act as a customer on issues with a set request type. Jira Service Desk treats agents acting as a reporter, participant or approver on these issues as a customer. This occurs regardless of the notification scheme.

Disable the customer scheme for customer notifications

If you have an internal service desk where all your help seekers have Jira licenses, you might prefer to disable the customer scheme. In this case, you can work from the licensed user scheme.

To disable the customer scheme:

  1. Go to Jira settings > Products > Jira Service Desk > Configuration:

  2. Select Yes. This tells your project to stop blocking Jira notifications for customers.
  3. Disable the service desk notifications in Project settings > Customer notifications
  4. For each rule, click Edit and deselect the Enable checkbox at the bottom.
  5. Go to your Jira notification scheme and customize the notifications for your help seekers, agents, and admins.

Edit customer notifications

To edit the recipients or message content of your service desk notifications:

  1. From your service desk project, select Project settings ) > Customer notifications.
  2. Choose the notification you want to edit, then select Edit under the Action column.
  3. Choose recipients by selecting and editing the To. You can delete recipients by selecting the X next to an added recipient.
  4. Under Content, edit the message. You can add variables using the Insert variable drop-down to pull blocks of information from issues.
  5. To disable a notification, untick the Enable checkbox.
  6. Click Save to confirm your changes.

Choose recipients

When choosing recipients, add at least one of the following to the To field:

Recipient options Details
Reporter (customer)

The reporter of the request.

We send this notification even if the reporter has turned off notifications in the customer portal.

Customers involved

All customers involved on the request, including the reporter and request participants.

This notification is not sent to customers if they have turned off notifications.

Added participants The people who are added as request participants.
Added organizations The people in an organization that the request has been shared with.
Approvers The people who need to approve or decline a request.
Exclude person who caused the action Prevents the person who triggered the rule from receiving a notification. For example, if a customer adds a comment to a request, you can exclude them from a notification about their own comment.

Include issue information using message variables

You can use variables to pull blocks of information from issues and insert them into your message. Select the Insert variable dropdown menu to add valid variables to the notification you're customizing.

Name Format Description
Recipient name

${recipient.name}

The full name of the person receiving the email.
Name of person who caused the action ${event.user.name} The full name of the person who triggered the notification, for example by adding a comment.
Issue summary ${issue.summary} The summary of the issue, or blank if there is none.
Issue description ${issue.description} The description of the issue, or blank if there is none.
Issue key ${issue.key} The issue key (e.g. IT-123).
Issue reporter ${issue.reporter.name} The full name of the user that reported the issue.
Issue resolution ${issue.resolution} The resolution of the issue, for example "done".
Request URL ${request.url} The URL of the request in the customer portal.
Comment ${comment}

The comment added to the issue.

This is only available using the "Comment added" or "Comment edited" WHEN trigger.

Request status ${request.status}

The customer-visible status of the request, as shown on the Customer Portal.

Portal name ${portal.name} The portal name, which you can edit in the Portal settings page.

Automatically send emails as customer notifications

To create custom email triggers:

  1. From your service desk project, select Project settings () > Automation.
  2. Select Add rule > Create a custom rule > Continue.
  3. Edit the name and description as needed.
  4. Edit these fields to configure your rule:
    • When this happens: choose what triggers your rule
    • If these match: choose the conditions of your rule
    • Then do this: send email
  5. Click Save and to create your custom rule.

Translate customer notifications

You can translate notifications in the language support section of your project settings:

  1. From your service desk project, select Project settings () > Language support.
  2. Select the language's entry in the Languages table.
  3. Under Customer notifications, select the rule you want to add translations for.
  4. Enter your translation in the target language field and select Save.

Learn more about translating your customer portal, request types, email notifications and templates, and more.

Customize customer notifications

Your service desk adds a default subject line that you can customize to better fit your brand. 

To customize notifications:

  1. From your service desk project, select Project settings ) > Customer notifications.
  2. Under Templates, select Edit templates.
  3. Under Subject, edit your subject line. You need to keep the issue key somewhere in the subject line to send a request's notifications into a single email conversation.
  4. Under Styles, adjust the HTML, CSS, and plain text styles as you like. You can include more template variables by selecting the Insert variable drop down. 

You can add a logo by referencing a publicly-hosted image in the HTML. For example, <img src="url to the image"></img>.


Include more information using template variables

You can use this set of variables to pull blocks of information and add it to your email template.

Name Format Description
Message content ${message.content} The content of your notifications. We require this variable. This variable includes batched messages.
Request location

${request.url}

The URL of the request.
Disable notifications location

${request.disable.notifications.url}

The URL to turn off notifications for the request. As a best practice, we recommend always including this link.
List of request viewers

${request.sharedwith}

The participants, approvers and customer organizations who can also view the request.
Help center name

${helpcenter.name}

The name of your site's help center, an entry point to all customer portals on your site.
Jira Service Desk homepage ${atlassian.url} The URL of Jira Service Desk's homepage.

Style more CSS classes

You can style more classes than the ones that appear in the default template.

Name Class Description
Reply marker .jsd-reply-marker The style of the reply marker. We use this series of dashes and hyphens to process comments when a customer replies to a notification.
Batched item container

.jsd-activity-item-content

The style of a division used to wrap individual messages added to a batched notification.
Batched message separator .jsd-activity-item-separator The style of a separator inserted when we send batches of messages as a single notification.

Choose HTML or plain text for notifications

If the default type if set to HTML, we send dual-encoded notifications. This means your customers can then select the HTML or plain text view in their mail client. If your customers use a plain text mail client, change your default setting and apply it to all customers.

You must be a Jira administrator to set the default email type.

  1. Choose > Jira settings > System.
  2. Under User Interface, choose Default User Preferences.
  3. Select Edit default values
  4. 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. 
  5. If you also want to override the email format chosen by existing service desk customers and agents, select Apply under Actions
  6. Select Update to finish applying the email preference to all user accounts. 

Last modified on Mar 27, 2019

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