Customers are not receiving an email invitation when I add them as a customer. Notes: * The "Customer Invited" email notification IS turned on. * All other notifications are sent successfully.

Its a good sign that it works in that instance then - although I'm really not sure why it doesn't if they have an Atlassian account

I have just tried it with a newly created email address and the invitation was sent out.

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New Customers not receiving email invitation

Charlotte Reynolds

Customers are not receiving an email invitation when I add them as a customer.

Notes:

The "Customer Invited" email notification IS turned on.
All other notifications are sent successfully.

Accepted answers

All comments

Liam Green

Hi @Charlotte Reynolds

Have you tried the Notification Helper to see if that tells you why?

Charlotte Reynolds

Hi Liam,

Thanks for the suggestion. Unfortunately the notification helper requires me to select an issue but I am still on the stage of trying to get a customer set up with an account via the email invitation to the service desk.

Edit: the customer I am trying to add already has an atlassian account, so perhaps that is the issue?

Liam Green

Hi Charlotte

Of course, sorry.

Are they able to see the service desk on your portal even without getting the notification? Does it allow you to add them even though they don't get a notification?

Charlotte Reynolds

Yes, it allows me to add them even though they don't receive a notification. The user can login to the service desk. I think it might be because they already have an atlassian account for a different purpose, which makes sense now that I think about it 😅.

Serge Creator

I have the same issue. For me, new customers are not receiving an invite. I can't figure out why. Can somebody help with that?

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