"reply to customer" sends a reply email to the customer original email

[Rainer Kutt]

I am sure it's been asked before, but I couldn't find a discreet answer.

When a customer sends an email to X email address, it will create a Jira ticket in X "spaces"/"projects". Once the ticket is completed, we reply to the customer, but the reply is not shown in the customer's Original email.(only in the designated portal)

Wanting to know how to setup a reply that will actually send the reply that we've added "Reply to customer" inside the ticket to actual customer original email aswell.

It does work the other way around; if a conversation is had in the original email, it does update in the Jira ticket.

[Marc -Devoteam-]

Hi @Rainer Kutt 

Check the customer notifications are these enabled?

If mails are not ending up at the user, can this user check if any filters are active or mail is ending up in the spam folder.

Or it can be an issue on the mail server at the customers company blocking email from the domain.

[Shashank Dubey]

Hey there , lIn Jira Service Management, replies will only be sent to the customer’s original email if the agent uses “Reply to customer” (public comment) and the Customer notification for “Public comment added” is enabled under Project settings → Customer notifications. Also ensure the email channel is properly configured and outgoing mail is enabled in global settings. If these are set correctly, the reply will appear both in the customer portal and in the customer’s email inbox.