Service Desk not sending verification email during customer signup interaction

Question

Hi All,

I have returned to using Service Desk Cloud after 2 years of frustration using Service Desk Server.  My main complaint about the Server version was that I could not get it to send notification emails reliably.

So, here I am back on Cloud.  I have created my first service desk project (Next-gen).  I have configured the project so that customers can sign up for accounts on their own through the portal.  When I go to the portal and try to sign up as a new customer, the dialog claims to be sending me a confirmation email.  But, it never sends it.  This is true no matter how many times I click the RESEND button.

Does this product actually work in any of it forms?  Does anybody know how to fix this?

Thanks in advance for your help.

Best,

Kevin

Angélica Luz · Answer

Hi Diogo,

Welcome to Community!

We would need to better investigate the issue to understand what is happening.

We had an incident this week that affected several types of notifications:

* https://jira-service-management.status.atlassian.com/incidents/0f19gmg91n91

If you are still experiencing this issue, please reach out to our support via support.atlassian.com/contact and share with us the email addresses of the affected customers so we can check if there are no bounces or blocks.

Regards,
Angélica

Diogo Infante · Answer

I have the same problem as @Fadi Hawli . 
@Angélica Luz can you please help?

Thank you

Angélica Luz · Answer

Hello @Fadi Hawli,

Thank you for reaching out to Atlassian Community!

In this case, the customer account already existed on the site, but they were inactive, that’s why it was not possible to invite them, so it was expected that they wouldn’t receive the sign-up notification.

I can see that you posted on other threads here in the community and said that the issue was resolved, but I’m not sure if you are talking about the same issue here.

If the customers didn’t exist on the site and they are added to the project but are not receiving the invite, it might be some block on our side that we can remove, but we need to know at least their domain so we can check if there are any blocks or bounces on our side.

Kind regards,
Angélica