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Suggestion
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Resolution: Unresolved
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514
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207
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NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.
HI Everyone,
An update on this issue.
We've been working on the roadmap for the first half of next year and have finalised the first quarter.
Whilst this issue has a high number of votes, there are several other issues with greater impact and votes that we will be pushing ahead with.
This issue still in consideration for the next phase of work after that and I will update this ticket if the status is updated. Thanks for your patience!
Regards,
Ben Costello
Principal Product Manager, JSM Emails/
Currently, Service Desk notifications will only contain the data relevant to the event that has triggered the notification.
In order to have a complete overview on mail, having historic data available in the mail notifications would be very convenient to have.
In particular when forwarding this email to another person to inform them of the reqest, and the history within.
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[JSDCLOUD-2044] Include request history in customer notifications
Are there any updates regarding the timeline on this enhancement request? This is something that our clients consider to be a downgrade since our shift from Zendesk.
We were evaluating Jira Service Management as a potential replacement for Zendesk. While we see many advantages for our internal teams, the end-user experience is our top priority — and this limitation represents a step backward. As a result, we’ve decided to stop our evaluation.
Notification Assistant for Jira can now send emails from your own domain by using your own SMTP server. We're also working on support for GSuite and O365 oAuth based integrations. Now you can have the last 10 comments in JSM notifications, and it all comes from your own domain. I want to be transparent that this does require the Premium edition of our app, and you can see the pricing for that here. If you have any questions, let us know.
Discontinuing Jira service Management because operations says this is a show stopper for them as our customers and users are very unhappy about getting notifications that they cannot easily identify what it's about without having to log into Jira to see the communication.
Since this request was submitted in June 2015, almost 10 years ago, it seems very odd to say that other, more important, changes need to be done first. 10 years!
Hi Atlassian,
My customers need to have full visibility of their tickets, not just most recent updates. This is causing delays and a lot more back and forth with customers.
This feature needs adding in asap.
<sigh> I don't understand the reluctance to achieve feature parity with other products. 
Sometimes important requirements are delayed from development and that is surprising. But to meet this requirement, using Automation may help if you are not on the standard license. Setup a Custom Paragraph Field > Create an automation to concatenate the comments as they are updated in the Custom field based on your formatting needs and add the custom field smart value to the notification. This can ensure everyone is up to date.
But yes, it does take a lot of automation once it is setup.