Customers are not receiving notifications, this is happening sporadically

[satej.nazare@nuance.com]

One of our customers has reported that they're not receiving notification emails on their comments they have entered on a ticket. 

This is happening intermittently on https://touchcommerce.atlassian.net/servicedesk/customer/portal

I'm unable to figure out why it's happening. Can anyone assist with this?

[Patricia Francezi]

You can use the Notification Helper to identify the issue 

https://your-siteid.atlassian.net/secure/admin/NotificationHelperAdmin.jspa