Service desk customers not receiving emails upon ticket creation

[Lee Clarke]

Hey,

Still relatively new to this so apologies for any poor terminology used!

When a user calls the IT Support department I'm in, we start typing away on a new Helpdesk ticket. We summarise the conversation and tell them to keep the email as a record of the ticket number and say that they will receive another email when we comment on the ticket with our findings. We are setting them as the Reporter, then we save the ticket which appears in the queue under Waiting for support.

It was our assumption that the user who is set as the Reporter would receive an email with all the info on the ticket, but this isn't happening. They receive nothing.

Can anyone help?

[Deleted user · Accepted solution]

Hi @Lee Clarke,

Just troubleshooting your issue so obvious questions first :);

Are you raising requests via the customer support portal or via the normal Jira UI?

Thanks

[Lee Clarke]

Hey @[deleted], thanks for the response!

I'm going via the Jira UI, and having looked at the Customer Support Portal for the first time I can tell that's probably where I'm going wrong!

Would you say we should be using the portal for such a process?

Cheers

[Deleted user]

Hi @Lee Clarke,

From the documentation it seems as though the customer support portal is the way to go.

Hope this helps

[Lee Clarke]

@[deleted], sir, you have opened my eyes to another world. Many thanks :-)

[Deleted user]

Hi @Lee Clarke,

If you are happy with my proposed answer could you accept it for others who might be searching for something similar. I know I look for solved questions :)

Thanks

[Lee Clarke]

Done :-)