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  1. Jira Service Management Data Center
  2. JSDSERVER-4700

As an admin, I do not want the customer notification emails to be combined or sent with conversation format

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    • Icon: Suggestion Suggestion
    • Resolution: Unresolved
    • None
    • Email - Outgoing
    • 3
    • 13
    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? 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

      1. With the default format of email, users are prone to overlook the important message in the email.
      2. 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.

          Form Name

            [JSDSERVER-4700] As an admin, I do not want the customer notification emails to be combined or sent with conversation format

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              Unassigned Unassigned
              michin Michelle Chin
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                Created:
                Updated: