Customers do not receive the email when using the button "Reply to customer"

Question

Hi Team,

Please help to check this case:

For notification emails, customers can receive all of them. But if our customer service agent reply to customers by the button "Reply to customer", then no email is sent out to customer. In specific,

- Outgoing email enabled

- Notification email enabled (this is not the issue about notification email)

Thanks

Jack Brickey_h10pa4 · Accepted Answer

Hi @Anna Nguyen , welcome to the community.

I have a few questions or things for you to check.

* can you verify that "comment added" notification is enabled under project settings > customer notifications
* can you verify that the customer is the reporter?
* Can you verify that the comment that is made is actually viewable by the customer in the portal?