Outgoing Jira Emails Arrive Blank for Customer (Gmail Web)

[Maryam Nafissi]

• We’re using a Jira board where customers submit support requests through an online form. Our team replies to customers directly from the Jira ticket, which sends an email to the customer.
• A customer recently reported receiving blank emails (no visible text in the body) from our Jira support address.
• The issue only affected the initial email from our Jira system (sent on Oct 23). Follow-up messages sent on Oct 30 from the same Jira ticket displayed correctly.
• The customer has successfully received Jira responses from us in the past.
• They use Gmail via the web browser (not mobile or Outlook).
• On our end, the Jira ticket shows the full, correct message content.
• The customer’s screenshot shows the correct subject and header information, but no message body.
• We tried to find the eml file for the blank email to make sure the content-type is text/html or text/plain, but we can’t find it in our logs. 

Can you help us investigate what might cause Jira emails to appear blank in Gmail (particularly the first outbound message in a ticket thread)?

[Trudy Claspill]

Hello @Maryam Nafissi 

Welcome to the Atlassian community.

Does this concern email notifications generated by the native notifications features in Jira? If not by the native features, how was the email generated (i.e. automation rule or another method)?

Does this concern notifications for a Jira Software, Business, or Service Management project?

Did more than one customer report the problem?

Do you have evidence of other initial emails sent in the same time period arriving with the correct content?

Be advised that this is a user community, not the support portal for Atlassian. As users of our own Jira instances we will not have any access to your instance or logs for your instance. We can only make suggestions about ways you might be able to debug the issue.

If you want support directly from Atlassian, your Jira Administrators should open a case with Atlassian support at https://support.atlassian.com/contact/#/