Issue with user not receiving a response via email when a comment is made on the ticket.

[Radhika Lutzker]

Hi All, 

The issue I'm currently having with our Jira ticketing system is user not receiving a response via email when a comment is made on the ticket. 

Thank You, 

Radhika Lutzker

[Trudy Claspill]

Hello @Radhika Lutzker 

Welcome to the Atlassian community!

Can you confirm you are working with a Jira Service Management project?

Is the user a licensed user of the Jira SM product, or a customer?

How is the user associated to the issue? Is the user the Reporter, Assignee, or in the Watchers, or Participants list?

Have you used the Notification Helper to confirm that Jira is configured to send an email to the user when a comment is made?

https://support.atlassian.com/jira-cloud-administration/docs/use-the-jira-admin-helper/