Why my customer is not receiving notifications when a new ticket is created?

[Ela Bryniarska]

Hello,

One of my customers is claiming that she is not receiving notifications when a new ticket is created. 

I checked the Customers Notifications in Jira sesttings and they are properly active as for the other customers.

Ut seems that the notifications were turned off on her side. Is that doable? Can they turn them on for all issues at once again?

Thanks in advance,

Ela.

[Patrick Cartier]

Hi @Ela Bryniarska ,

If you or someone else raised the ticket using the "create" button in Jira, make sure the Request Type is set. Then the notifications should come through assuming the customer has not opted out.

Patrick

[Krzysztof Daukszewicz [CoreSoft Labs]]

The documentation says:

"To opt in and opt out of notifications in the customer portal:

1. From your customer portal, select Requests > Customer notifications.
2. Choose the request whose notifications you want to opt in or opt out of.
3. Select either Get notifications or Don't notify me, besides the eye icon.

To opt out of notifications in email, click the link Turn off this request's notifications at the bottom of the email."

[Ela Bryniarska]

Hello, thanks for you response. I have one doubt - does this option allow to turn on ALL reqeusts notifications at once? My customer saw this option already but it seems it allow her to turn them on on concrete requests, each of them separately which she did. However, if a new issue is created for her, she is not notified unless she goes to the tool and switch the notifications on.

Thank you, Ela.

[Ela Bryniarska]

Hello, is there any further response here? Thank you in advance! Ela.

[Krzysztof Daukszewicz [CoreSoft Labs]]

Maybe someone modified the customer notification scheme to be off by default? Or it is just one customer? 

[Ela Bryniarska]

One customer, the rst are receiving the notifications properly nadn on my settings side all looks the same for all customers. This is why I thought there might be a setting on a customer side to switch them all on/off .