Respond to Customer send response via email

Question

I have Jira setup to create tickets for all emails sent to our domain's help desk account, but would now like the comments I make on tickets to also be sent back to the original reporter.

Right now all my users see is an email that says that I've commented on the issue, but they cannot see that actual response. Is it possible to modify the Notification Scheme so that clicking on Respond to Customer send the actual response to the reporter as well?

WasimBuden · Answer

Jack when i reply to the email update from my mailbox, it is sending 'Reply to customer' how to avoid it?

Tuan LM · Answer

For the sake of those searching around for this problem and still remains confused after reading the accepted answer. My team painfully figured this out below!

Two things may have (jointly) happened.

Problem 1. You used the same email you signed up for Jira to test as customer

By default, Jira Service desk will notify customers via email with your reply.

BUT due to poor usability from Atlassian, the reply pre-confingured to exclude the sender (which is this case is also yourself) -> so that's why you won't receive the reply.

2 ways to solve this

1. just send from a non-jira-user email

2. (for testing only) Go to Project Settings > Customer notifications and uncheck "Exclude person who caused the action" (do this only for testing purpose, otherwise it gets annoying)

Problem 2. The reply went to spam

1. Check your spam folder. The email should be there if Problem 1 does not exist

Jack Brickey · Answer

In fact that is precisely how it should work. If you use Respond to Customer or Share with Customer they should receive the comment you add. If however you enter an internal comment and the click Respond to customer without entering a comment in that screen they will not see the comment.