Notify customer (email) when an agent replies

[alba_vendrell]

Hi everyone,

I’m configuring automations in Customer Service Management and trying to create a rule that triggers a client notification (email) when an agent updates a ticket (i.e., replies to a customer).

However, I’m getting the following error in the audit log:

“We couldn't send emails to some recipients. This may be for data privacy or recipient email account configuration reasons. Check the action and try again, or contact Atlassian support.
If your organization has policies such as filter content or external user security (EUS), emails from this action may not be sent to some recipients.”

The customer is correctly added/registered in the Customers section. The issue is that emails are only being sent to users with full Atlassian accounts, while portal-only customers (who access via the Customer Portal) are not receiving anything.

I expected this to work for all customers, regardless of whether they have a full account or just portal access, as that's the CSM scope.

I’ve seen suggestions (including from Rovo) to use an “Add comment: External comment” action, but I don’t see that option available in the automation actions list.

Am I missing something simple here?

Thanks in advance!

[Marc -Devoteam-]

HI @alba_vendrell 

Customer notifications are sent if the comment made by an agent is "external" so not internal.

You can add a condition to your automation, to check if the comment is external.

Use a smart value condition, use;

1st value: {{comment.intern}}
condition: equals
2nd value: false