Jira service desk not reply an email when comment updated.

[Manus Tangtirawat]

I'm start using jira service desk. I can receive case by email from customer but when I update comment on that ticket, there is no email sent back to update customer.

Please advise.

[Manus Tangtirawat · Accepted solution]

I found the root cause is the global setting below. It was No before. When I change to yes, an email was sent for comment updated.

[Grace Michel]

Hi my name is grace how are you today

[Jack Brickey]

Go to project > project settings > customer notifications and review the notifications. If they look ok make sure your comment is a public (share with customer) not internal. Finally ensure that the reporter is indeed the customer not say you reporting on the customer’s behalf.