Customers not receiving emails when I reply to ticket from Jira

[Zainab]

When I "reply to customer" in a Support ticket from Jira, customers are not receiving the reply as an email (neither in inbox nor in spam). How to have this fixed ASAP?

[Marc - Devoteam]

Hi @Zainab 

It might that all outgoing email is disabled.

If you have Jira administrator rights, please check if the Outgoing Email setting is enabled.

[Kris Dewachter]

Hi @Zainab ,

Are they not receiving any emails ? Or is it just some emails they are not receiving.

Can you check the settings of the "Customer Notifications" ?

Project settings --> Customer Notifications

There is also a "Customer Notification log" in your JSM Project. The menu item is just below the "Project Settings" menu item.

Best regards,

Kris

[Zainab]

Hi @Kris Dewachter

Thank you for your reply. As far as I've noticed, seems like no one is receiving emails. Customer notification settings are enabled for public comments. As for the notification log, it's empty. 

What else could be the issue?

Best regards, 

Zainab

[jaison dsouza]

I am facing the same issue all settings and notifications are enabled but the replies are not received by email,

nor in the spam or anywhere what could be the possibility and what can we do to solve this?

[Ian Pollard]

Same problem :(

[Andy Heinzer]

I would recommend that you create a support ticket via https://support.atlassian.com/contact if you are an admin of a paid plan. 

Admins of free plans only have access here within Community.  If you would like to share with us the email or Atlassian account ID of the user in question, I could take a closer look myself.   Atlassian Cloud services does maintain a suppression list.   It is possible that your site could be configured correctly, but the end user's account could be on that suppression list.  

Typically we would prefer to review this in a support case if possible.

Andy