Customer e-mail notification - is sent to someone not visible in the service request

[Jens Krøyer]

Hi experts :-)

We have a customer (organisation), where when a registered user (customer) creates a service request.

But, when doing so the 2 other users (customers) receives e-mail notifications, even though they are not mentioned or in any way visible in the service request created.

Is this somehow linked to the organisation and how it's setup? Please help, our customer is quite frustrated.

Thanks,

Jens 

[Angélica Luz]

Hello @Jens Krøyer,

Thank you for reaching out to Atlassian Community!

When customers are grouped in an Organization, it will enable a field in the customer portal allowing them to share or not the ticket with this Org.

When the ticket is shared, all customers in the Org will receive a notification informing them that the ticket was shared and if they want to receive further updates, they can access the ticket and enable the notifications.

It’s possible to disable the default option for that, so customers won’t accidentally share or you can also disable the notification, they will still have access to the ticket, but won’t be notified about that.

Disable the notification:

Go to Project settings > Customer notifications (company-managed) or Project settings > Notifications > Customer notifications (team-managed) and disable the Organization added.

 

Note that, it won’t affect any other notifications, it just won’t notify the members of the Org that the ticket was shared with them.

Changing the default value of the Share with field:

Go to Cog icon > Products > Configuration.

On Should new requests automatically be shared with a customer's organization?, select No, don't share email requests with the customer's organization. Requests sent from the portal will not be shared unless the customer selects otherwise.

After that, if the ticket is created via email, it won’t be shared with the Org and if it’s created via the portal, it will be shared only if the reporter manually selects the option.

If you have any other questions regarding this matter, please let us know.

Kind regards,
Angélica