How do I enable email notification for customers?

[Dung-Phuong Grønning Tran Kristensen]

Hello everyone,

Our customer can create support task in order to get help, and I did check their settings in order to fix the issue, but the settings was set to "notification on". Our customer has not been receiving notification since 3-10-2022. Is this a bug or do I miss a setting somewhere? 

[Dirk Ronsmans · Accepted solution]

Hi @Dung-Phuong Grønning Tran Kristensen welcome to the community!

This could be a few things but might need a bit more info to dive a bit deeper.

• In your project settings, are your customer notifications turned on?
• Is it just one customer or all customers?
• On specific issues or all issues they create?
• How are the issues created? (manually/on the portal/email?)
• On those issues is there a Request Type associated?
• Are other mails working (internal notifications)

[Dung-Phuong Grønning Tran Kristensen]

Yes, the customer notification is turned on.

Is only this customer.

All issues since 3-10-2022.

They are manually created in the portal.

I don't think so.

Yes, the internal notifications work.

[Dung-Phuong Grønning Tran Kristensen]

Thank you for your reply.