Single External Customer Never Gets Emails

Simon Darlow

Hi,

We have hundreds of external users that log tickets with us through Jira Service Desk. One of those users does not receive any emails from service desk. This has been going on for months. We ended up deleting the user and when they logged a new ticket via email the user was created but still no email.

We have checked all message lab spam filters and o365 and it is clear that this user is not being sent any email from Jira. We have checked all notification settings and the notification checker says this person should be receiving anything.

We have no other avenue to fix this. What can we do to fix this one person?

Regards

Kevin_wow8dn

Not sure if you ever got a real answer for this, but after contacting support, we found the user was on a suppresion blacklist by Jira that prevented them from receiving emails. They were able to remove it and confirm the user recieves all emails. 

Also responding in case anyone else finds this ask and needs the answer.