Setting up 'Reply To Customer' to work correctly

[Joshua Tumilty]

I am having great difficulty with getting the 'Reply To Customer' function to work within the Service Management section. 

Currently I have our own Email set up for incoming emails and we have configured the mail handler for what we want exactly. We receive ticket in an instance and all replies are commented into the comments section of the ticket. However, when we try to use the 'Reply to Customer' option, it will not send an email to the reporter.

We are a service desk so we require the ability to reply to all tickets via email, could someone provide us some insight into what would be causing this issue?

[Kian Stack Mumo Systems]

@Joshua Tumilty, 

Have you checked on who the recipients are for the customer notifications?

Thanks,

Kian

[Joshua Tumilty]

Hi @Kian Stack Mumo Systems

I've had a look at the customer notification settings and it looks to be set to email the customer involved.

Thanks,

Joshua