Outbound email from Service Desk not working

[Richard Foxworthy]

My service desk is correctly set up to create new tickets from inbound email. It also sends acknowledgement of receipt by outbound email to the originator.

However, my service desk does not deliver comments back to the originator via email when an operator makes a comment on the ticket and clicks the 'Share with Customer' link.

What am I doing wrong?

Using Atlassian cloud Jira Service Desk

[Gabriel Senna]

Hi Richard,

You can create an automation, to send email, once a comment is added to the customers.

I would recommend you to take a look at the below documentation, to confirm if this is something that might help you.

https://confluence.atlassian.com/servicedeskcloud/automating-your-service-desk-732528900.html

After that, you can return to us and I can try to help you configuring them.