Who receives notifications for next-gen service desk requests?

Here is how notifcations work for different users:

Customers

Customers receive notifications on public activities for requests they’re involved in. They can choose the notifications they receive or disable them if they’d prefer. If notifications aren’t turned on, customers are only notified when a request is resolved.

Request participants (people the request has been shared with) will receive the same notifications as the reporter.

When customers share requests in an organization, customers in that organization will then receive notifications.

Approvers receive notifications when they need to approve a request.

Agents and admins

When agents and admins work on a request, they receive notifications based on the service desk project’s notification settings. Learn more about the Jira notification scheme.

They don’t receive notifications on their own changes when they act as a customer on issues with a request type.

Jira Service Desk treats agents and admins acting as a reporter, participant or approver as a customer regardless of the notification scheme.

Are you on the right help page?

If you don’t have an image in the lower-left of your service desk sidebar which states you're in a next-gen project, check out these classic project articles instead.

Learn more about the difference between classic and next-gen projects.

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