Problem with e-mail notifications

Question

Hello. I'm experiencing a problem with my Jira Service Desk cloud instance and I'd like to know if anybody has eve faced it and found a way to solve it:

Context: Issue successfully created trhough incoming e-mail. > A comment is added by the assignee > The client won't receive an e-mail notification as it should

* It is happening to every issue that is created through e-mail and it does not happen on issues created via portal.

* The notification helper doesn't show any flaws, as if the client is supposed to be getting them.

* I testes myself, created an issue and didn't get the notifications on comments.

Can anybody help?

Karla Santos_clg8aa · Answer

Hello, @Bharath Kumar Kappala Thanks for the reply.

That'd be a yes for both questions. They were public comments and the notifications are indeed enabled.

Any other ideas?

Bharath Kumar Kappala · Answer

Hi @Karla Santos  Welcome to the community

Make sure the agent is adding a Public comment not a internal comment that would be the first thing.

Also check if the Customer Notifications for the Public Comment added is disabled, if its disabled then that would be the reason why the customer might not be receiving the email when a Public comment is added.