Hi,
A few of our users have started to report not getting the responses that we are sending out. I have checked the notification settings and nothing has changed. They seem to get the email notification when we resolve the ticket but not when we respond.
Thanks,
Dan
Hi, @Daniel Nile !
Welcome to the Community!
Maybe my question is simple and strange - are you sure that "respond" in your context is "adding public comments"?
If that - you should go to the "project settings" => "Notifications" => "Customer notifications" => "Public comment added" => "Edit" (check that it is enabled).
And check the recipients (field "to").
After that you should go to Customer's request and check their roles in it.
For you information, in the documentation you can check all available roles.
Hey @Alexander Bondarev
Thank you and thanks for responding so quickly! Have checked the above and everything appears to be in order. They were receiving responses from us (in the last week or so) but now are not.
Hi @Daniel Nile You can check the notification helper to confirm that there are not access related issues
https://your-site-name.atlassian.net/secure/admin/NotificationHelperAdmin.jspa
What does that mean?
When "now" you are adding new public comment - customers don't get an email updates?
Is it global problem? or just with 1-2 people and 1 request?
Yes customers are not receiving email updates - it is affecting multiple customers but everyone on several different requests
@Sagar Mahajan your answer only applies to Service Desk Agents.
If I try the helper (which is great, thanks for sharing), with a user who is only a Service Desk Customer, it says that she does not have the permission to view the issue. Which makes sense, since she only has portal access.
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