Problem definition

It's great that customers can choose to opt-in and opt-out from almost all the customer notifications but it'd be even better if there's a way to keep track of who has opted-in and out of notifications.

Suggestion

• Maybe a field/panel in the Agent view to show who are and are not receiving customer notifications
• Or an automation rule action to add an internal comment/alert an Agent when a customer opts out from the notifications
• Leverage the existing Get subscription status end point in the Jira Service Management Cloud REST API to allow agents and admins to provide the account ID for the user they're checking

Why is it important

This will be helpful especially when some customers raise concerns that they are not receiving notifications but in fact, they didn't realize or they forgot that they have opted-out from notifications.

Workaround

Agents and admins are able to impersonate a user and check their portal view to see if they're opted in or not.