Customer notifications can’t be tailored per request type
Every request type sends the same notification wording, so a password reset and a major change read exactly alike to the customer.
The problem
Customer notifications are configured per project, not per request type. A simple access request and a high-risk change produce identical emails, which confuses customers and dilutes important updates.
Who runs into this
Service desks running many request types with very different tone and urgency.
How Patcher fixes it
Patcher lets you customise customer notification content per request type, so each request speaks to the customer in the right words.
Top community comments
Finally found this thread after months of thinking it was just us. Glad it’s a known issue.
483This has been driving our team crazy for years. Please, Atlassian, just fix it.
140Voted. This single bug costs my team hours every single sprint.
106