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  1. Jira Service Management Cloud
  2. JSDCLOUD-12873

Create customer notification variable to re-enable notifications

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    • Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.

      By default, the customer notification template includes a link to disable notifications for a request - using the following variable: ${request.disable.notifications.url}. However, it is only possible to re-enable notifications via portal.

      Many help desks rely exclusively on emails and customers don't sign up nor access the ticket via portal.

      If a customer clicks to disable notifications, they'll stop receiving notifications and because they don't access the portal at all, they lose all contact with their request.

      There should be a variable available on the customer notification template to (re)enable notifications for a request without the need to access the portal.

        1. Screenshot 2023-07-19 at 18.00.08.png
          Screenshot 2023-07-19 at 18.00.08.png
          193 kB

            [JSDCLOUD-12873] Create customer notification variable to re-enable notifications

            Kristi added a comment -

            The ability to click the link to re-enable notifications would be nice. Sometimes users click it by accident.

            Also, being able to manage if we want that link in customer notifications per project would be helpful. In our case, we would prefer this link not be in the email because it is causing more issues where people click it accidentally and then we have support tickets to figure out why they aren't getting the notifications.

            Kristi added a comment - The ability to click the link to re-enable notifications would be nice. Sometimes users click it by accident. Also, being able to manage if we want that link in customer notifications per project would be helpful. In our case, we would prefer this link not be in the email because it is causing more issues where people click it accidentally and then we have support tickets to figure out why they aren't getting the notifications.

              Unassigned Unassigned
              07f37d47f450 Renata Dornelas
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                Created:
                Updated: