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People replying to JSM email notifications leading to delays

Ben Weisman
Contributor
January 3, 2024

Hello,

   Is there a way that users can reply to email notifications that they receive when their ticket is updated?

2 answers

0 votes
Marcus Jones
Community Champion
January 3, 2024

Hi @Ben Weisman ,

Have you checked the product configuration settings? If you navigate to Settings>Products>Configuration and make sure that under Email "Yes, allow all emails that contain a valid issue key to be added as a comment to the issue" is checked. If you already have this set correctly, you may want to consider the below items under that state "To ensure comments are enabled from everyone you must..."

~Hope this helps

AllowComment_Jira.png

0 votes
Fabian Lim
Community Champion
January 3, 2024

Hi @Ben Weisman

Usually once the following events happen in a ticket and the customer notifications are enabled, they should get an email where they can reply back to it.  

customer_notifications.png

Now the question is what you mean by an "update".  Not all updates (i.e. custom field change vs transition) in a ticket by the agent will send a customer notification.  

Fabian

Ben Weisman
Contributor
January 3, 2024

Hi @Fabian Lim people are replying directly to the email and it's not getting added to the ticket as a comment.

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