Reply to users who used the e-mail channel without registration

[Koin User Support]

Dear Community,

we introduced Service Management to our company and enabled users to open requests via mail, even without registration.

Is there any solution for replying the customers via the connected mail channel from JIRA? If we use the "Reply to customer" note, the update is visible only on the portal. Even the resolution notifications won't be sent (Spam is also checked).

Thank you for you help!

[Angélica Luz · Accepted solution]

Hello @Koin User Support,

Welcome to Atlassian Community!

Testing on my local site, I used an email with no account on my site and created a ticket on an open portal. The first notification and the following ones with comments are received and the customer can reply and it will be added as a comment.

Are all notifications enabled?

Are the tickets created by a new customer or are you using your account to create tickets to test?

I’m asking because by default we don’t receive notifications about our own changes, so in case you are using your own account, it’s expected that you won’t receive notifications.

Is it happening to all customers? Are they all from the same domain? 

If possible, test with a Gmail, Outlook, Yahoo email address to check if the same issue will happen.

Kind regards,
Angélica

[Koin User Support]

Dear Angélica,

thank you, that does the trick! All I had to do is to enable the notification.

Best Regards,

Tibor