customer not receiving email

Question

The customer has raised a request and it is recorded in the JSM,

But when replied from the JSM with the reply to customer feature, The customers did not receive any emails,

when investigated, found that they hadn't gotten any email even regarding a ticket being logged.

Checked all the customer notification settings everything is enabled with the customer and requestors selected to get the emails. But not receiving emails in their inbox or spam how can I solve this problem as my customers are not able to receive any emails for the tickets they raise?

Marius_r1h147 · Answer

Hi Jaison,

have you already checked the outgoing mail settings under settings -> System? Maybe mails are globally deactivated in your instance.

Also you may check if jira notifications for agents still work. So those configure within notification schemes.

Best regards

Marius