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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

    • 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

            +1

            Edison Melo added a comment - +1

            Hi, My customer wants some separate mail too. Plz inform us when it will be available.

            Thanks

            Mickael DESILE added a comment - Hi, My customer wants some separate mail too. Plz inform us when it will be available. Thanks

            This merge is affecting my customers, plz look at this.

            Marco Augusto Santinho Gonçalves added a comment - This merge is affecting my customers, plz look at this.

            LRN JIRA added a comment -

            Hi,

            We are facing the same issue since we moved to O365. Too many issues with Jira since the migration that are uncalled for. Please prioritize this as our entire customer base is using Jira Service Desk.

            LRN JIRA added a comment - Hi, We are facing the same issue since we moved to O365. Too many issues with Jira since the migration that are uncalled for. Please prioritize this as our entire customer base is using Jira Service Desk.

            +1 for advancing customer notifications, a workaround could be a timestamp variable being available for inserting into the email so it could be:

             

            Date/Time: 29 Jan 2019, 18:45

            Hi ${recipient.name},
            Your request ${issue.key} has been marked as ${request.status} (Work In Progress). We are continuing with the investigation and will provide an update shortly.

            Kind Regards,
            ${event.user.name}


             

            Date/Time: 29 Jan 2019, 18:46

             
            Hi Karyn Tooke,

            Your request ${issue.key} has been marked as ${request.status} (Resolved). We hope the support you have received on this matter to be satisfactory, however, if you still require additional support please reply to this request. If there is no response this ticket will automatically close in 3 working days.

            Kind Regards,
            ${event.user.name}

            Karyn Tooke added a comment - +1 for advancing customer notifications, a workaround could be a timestamp variable being available for inserting into the email so it could be:   Date/Time: 29 Jan 2019, 18:45 Hi ${recipient.name}, Your request ${issue.key} has been marked as ${request.status} ( Work In Progress ). We are continuing with the investigation and will provide an update shortly. Kind Regards, ${event.user.name}   Date/Time: 29 Jan 2019, 18:46   Hi Karyn Tooke, Your request ${issue.key} has been marked as ${request.status} ( Resolved ). We hope the support you have received on this matter to be satisfactory, however, if you still require additional support please reply to this request. If there is no response this ticket will automatically close in 3 working days. Kind Regards, ${event.user.name}

            gtunley added a comment -

            This is really unhelpful for our users.

            We really need more control over which emails are sent in which actions.

            For example when a ticket is resolved the user is receiving 3x emails combined into a single email:

            • Public status changed to "Resolved"
            • Issue resolved
            • Public comment added

            Users are often missing the resolution comment as it's at the bottom of the email.

            Ideally I should be able to not only turn off the combining of emails (which makes no sense as they are seperate actions) but also the system should be smart enough to say "I'm resolved therefore I should only send the issue resolved email (with resolution comment as a smart variable) and not the other emails"

            gtunley added a comment - This is really unhelpful for our users. We really need more control over which emails are sent in which actions. For example when a ticket is resolved the user is receiving 3x emails combined into a single email: Public status changed to "Resolved" Issue resolved Public comment added Users are often missing the resolution comment as it's at the bottom of the email. Ideally I should be able to not only turn off the combining of emails (which makes no sense as they are seperate actions) but also the system should be smart enough to say "I'm resolved therefore I should only send the issue resolved email (with resolution comment as a smart variable) and not the other emails"

            Please fix this.  Our customers do not expect emails to be aggregated like this and have never seen it before.

            Greg Johnson added a comment - Please fix this.  Our customers do not expect emails to be aggregated like this and have never seen it before.

            this behavior is really confusing for our customer. There fore it is necessery for us to give the user seperate E-Mails.

             

            Ali El Banna added a comment - this behavior is really confusing for our customer. There fore it is necessery for us to give the user seperate E-Mails.  

            We've also experiencing the same issue, which is causing massive issues for our customers as our agents reply to initial messages very quickly resulting in the comment appearing underneath our auto-response (which users don't typically even look at).

            Michael Pasqualone added a comment - We've also experiencing the same issue, which is causing massive issues for our customers as our agents reply to initial messages very quickly resulting in the comment appearing underneath our auto-response (which users don't typically even look at).

              Unassigned Unassigned
              michin Michelle Chin
              Votes:
              36 Vote for this issue
              Watchers:
              31 Start watching this issue

                Created:
                Updated: