Setting to notify customers about failed email channel requests will be disabled by default
In Customer Service Management, the setting that notifies customers about failed email requests is now off for existing support email addresses and off by default for new ones. It is coming soon to Atlassian Cloud.
- Coming soon
- Medium impact
- Admin review: prepare for this change
What it is
Improvement
The "Notify customers about failed email requests" setting is now turned off for all existing support email addresses. New support emails also start with it off. Admins can turn it on for an email channel whenever they want customers to get an email when a request through that channel fails.
Admins can turn the setting on for each support email address under Customer experience, Channels, Email.
Written from Atlassian's release note and checked against it automatically. Atlassian's original stays the source of truth.
Before it lands
- Check the setting on each support email address in Customer experience, Channels, Email.
- Turn on "Notify customers about failed email requests" for any channel where you want customers notified, then save.
- Read the generic email wording, which is not customizable, before you turn it on.
What changed
- Retitled. It was: Failed email channel request notifications are now disabled by default
- Added to Atlassian's release notes as coming soon
- First published by Atlassian
Atlas Bench began tracking Atlassian Cloud on 29 Oct 2026. Changes before that date are not in this history.