Client not receiving notifications after being set as reporter

[Laura Jiménez]

Hi everyone

I have a question about a support project in Jira Service Desk.

• I opened a ticket on behalf of a client, and then:
• changed the reporter to the client’s account,
• added a comment mentioning the client.

However, the client says she didn’t receive any notifications and, when I shared the issue link, they couldn’t access it.

Has anyone else experienced this?
Any idea what might be missing in the permissions or notification setup?

Thanks in advance!