We have set up email forwarding to the Atlassian email address from a Gmail address, so that we can receive customer emails in Service Desk. However, when we send a reply to a customer, the customer does not receive the reply.
Are other people receiving emails? If so, then it must be the customer's email and not your side.
If no-one is getting any email from it, then check the email sending settings.
No customers are getting our replies. Is there some email sending setting that we need to pay attention to because we believe that we have set everything up correctly.
Probably, but it is impossible to say without more information.
You say no customers get emails, does anyone else get them? The service desk and/or developer users? What do thye get?
No one is receiving the replies. For our agents, we are receiving emails that indicate that customer emails are arriving in our inbox. In other words, we're getting JIRA notifications for incoming emails, and we can see them from our Service Desk, but the outbound messages are not successful at all.
Is there a setting that we should check? If so, please let me know. Thanks for your guidance!
Hello @Pi Network Support
Thank you for reaching out.
Per your description, I understand that you have configured a custom email address in your Service desk project under project settings > Email requests. This email address is receiving the customer messages and creating tickets on their behalf, however, when you answer those tickets by adding a new comment (Directly on the ticket or through email). the notification email is not being received by the customer. Is that correct?
If that's what you are facing, please check the following documentation to properly troubleshoot your issue:
How to troubleshoot customer notifications in Jira Service Desk Cloud
Once you check each step of the documentation, please let us know your results or if you need help to run any of the steps suggested.
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