Customer emails not being sent/recieved

[Brenda So]

When I manually enter in an external comment on a work item in CSM, the comment shows on the portal, but an email is not being sent to the reporter's email, letting them know that someone entered a comment.

I'm using 2 different email address for the customer vs the agent. 

In the customer experience, email notifications. The option to sent an email when a public comment is posted is enabled.

The To field is set to Reporter.

Why isn't the email sending. 

[Tomislav Tobijas]

Hi @Brenda So ,

As you're using two different accounts, the most relevant case would be that the email for the recipient ended in suppression list. What you could do is open Atlassian Support (if you're app admin) and get to that AI chatbot. Once you explain the issue to it, it will probably ask you to provide your email account so the system can check its backend side. 👀

Other things you could check (and these are partially related to JSM):

• The reporter is a watcher or assignee: If the reporter is also added as a watcher or assignee on the request, internal notifications take priority over customer notifications, which can prevent the public comment email from sending.

• Personal settings: The reporter might have disabled email notifications in their personal Jira settings or unsubscribed from the ticket.

• Missing Request Type: Customer notifications won't trigger if the ticket doesn't have a valid Request Type (in CSM, it's Forms) assigned.

But it might just be what I first mentioned.

Cheers,
Tobi