I'm not sending e-mails as response of an e-mail request

[Felipe Areias]

I'm testing Jira Service Desk with my original e-mail as support agent and a friends e-mail as customer. As customer, I sent an e-mail for my Jira e-mail (project@company.atlassian.net) to create a request. As agent, I received the issue, but in the moment I add a comment to answer to the costumer, as costumer I don't receive the e-mail.

[Jack Brickey]

possible reasons:

• if the emails are the same, i.e you are the customer and the agent you will not see your own comment. 
• your comment as an agent was internal not public
• something in your customer notifications

[Felipe Areias]

• I'm using 2 different e-mails, non-related to be sure of the experience of my customer. The e-mail used for customer doesn't have nothing related to Jira.
• In the comment there are 2 buttons: "Share with customer" and "Comment internally". I'm using Share with customer.
• You mean my configuration to send the e-mail or the configuration of the e-mail, like a spam configuration ? 

[Jack Brickey]

thanks. in the third bullet i was referring to project > project settings > customer notifications.

Are you on cloud or server?

are you by chance using JETI or other email addon?

[Felipe Areias]

I'm using cloud. 

I'm using JETI, problably. I searched for this settings of JETI today, but still not sending emails, because I used a "Send me a test email" and didn't receive anything.

[Jack Brickey]

I would recommend reaching out to JETI. I'm betting this is where you issue lies. Keep me posted.

[Felipe Areias]

Thanks for your patience ^^