Learn how to succeed in your role as a service desk agent.
Who receives notifications for next-gen requests?
Here's how notifications work for different users:
Customers receive notifications for public activities on requests they’re involved in. They can choose whether they receive notifications, as well as the notifications they receive. If notifications aren’t turned on, customers are only notified when a request is resolved. Learn how to edit customer notifications.
If customers share a request to someone or to an organization, they’ll receive the same notifications as them.
Agents and admins
When agents and admins work on a request, they receive notifications based on the service desk project’s internal notification settings. Learn how to customize internal notifications.
Admins and Agents won’t receive notifications of their own changes when they act as a customer on issues. Jira Service Desk treats agents and admins acting as a reporter, participant or approver as a customer regardless of the internal notification settings.
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