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Suggestion
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Resolution: Timed out
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5
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Hi Everyone,
Thank you for previously raising this feature request and bringing it to our attention.
Within our company roadmap and work capacity, we try to address or review each feature request but admit that not each one will be implemented. To continue the culture of being honest and open, we are closing this ticket to focus on our upcoming roadmap for all Jira Service Management Cloud users. You can visit Atlassian Cloud Roadmap to learn more about what was recently released and the upcoming roadmap.
Thank you again for providing valuable feedback to our team!
Anchal Chopra
Jira Service Management Cloud team
NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.
Problem
Since 3.3.0, notification emails are now combined together if multiple activities happen around the same time.
- For example, a new request created by a customer via email and an Agent respond to the customer immediately when the request appears in the queue. The customer will receive one email only with the request created message, Agent's comment and status change message in a conversation format.
Suggestion
It should be configurable whether the notification should be sent in the conversation format or not, the emails shouldn't be combined
Why is this important
- With the default format of email, users are prone to overlook the important message in the email.
- Customers are expected to receive an email to confirm on request created, and another email when the Agent replies to the request. With the combined email, customers might just ignore the first email as they will treat it as just a confirmation email.
- is related to
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- Gathering Interest
- relates to
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JST-713217 You do not have permission to view this issue
As an admin, I do not want the customer notification emails to be combined or sent with conversation format
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Resolution: Timed out
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5
-
Hi Everyone,
Thank you for previously raising this feature request and bringing it to our attention.
Within our company roadmap and work capacity, we try to address or review each feature request but admit that not each one will be implemented. To continue the culture of being honest and open, we are closing this ticket to focus on our upcoming roadmap for all Jira Service Management Cloud users. You can visit Atlassian Cloud Roadmap to learn more about what was recently released and the upcoming roadmap.
Thank you again for providing valuable feedback to our team!
Anchal Chopra
Jira Service Management Cloud team
NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.
Problem
Since 3.3.0, notification emails are now combined together if multiple activities happen around the same time.
- For example, a new request created by a customer via email and an Agent respond to the customer immediately when the request appears in the queue. The customer will receive one email only with the request created message, Agent's comment and status change message in a conversation format.
Suggestion
It should be configurable whether the notification should be sent in the conversation format or not, the emails shouldn't be combined
Why is this important
- With the default format of email, users are prone to overlook the important message in the email.
- Customers are expected to receive an email to confirm on request created, and another email when the Agent replies to the request. With the combined email, customers might just ignore the first email as they will treat it as just a confirmation email.
- is related to
-
- Gathering Interest
- relates to
-
JST-713217 Loading...
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Unassigned
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Michelle Chin
- Votes:
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7 Vote for this issue
- Watchers:
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8 Start watching this issue
- Created:
- Updated:
- Resolved: