If I add a comment to a service desk issue using Reply to customer, you would think it would send that comment to the customer. But the customer does not receive one. That is despite this being set to on:
Public comment added
Request
When a comment that is visible to your customers is added to the request/issue, your service desk sends all the customers involved on the request a notification.
Another user had asked a similar question. Take a look at this post to see if it provides any useful info for your scenario.
https://community.atlassian.com/t5/Jira-Service-Desk-questions/Communication-with-client-is-not-working/qaq-p/1412485
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