Unregistered customers needs tickets notification emails

[Darwin Bulawan]

Hi everyone.

I've got a scenario relevant to this. 

Here it goes: A customer email address has been added to a Jira service project. The customer opted not to sign-up to the Jira portal but wanted to get notified with all the updates of the ticket raised. The project admin sees the captured email address under the reporter field and made sure that all notifications are enabled for the customer. 

Question: Why is that the customer does not receive any updates via emails to the ticket raised? Is it always a prerequisite for the customer to sign up to Jira to receive notifications?

I'd love to hear your thoughts to this. 

Thank you. 

[Jack Brickey]

Can you verify if the customer request type is set and is the customer the Reporter?

[Darwin Bulawan]

Yes that is correct. Customer Request Type is set and customer = reporter. @Jack Brickey 

[Jack Brickey]

If the agent replies to the email notification from JSM on issue creation does the customer get notified? I’m just trying to determine whether the customer gets notified from email and not from updates into the application itself via public comments.