Reply to custom - Email functionality doesn't work sometime

Question

We're exploring the Jira Service Management free cloud version to use for our support desk. However, for cases where I am adding public comments to a ticket the email sometimes is not being sent to the respective people that are part of the ticket/thread. Sometimes, it works but not always.

I've checked and all the email notifications are turned on. The template is also defined accurately. Appreciate any inputs in this regard.

Thanks

Pawan

Andy Heinzer · Answer

Hi @Tristan Boyd

I created a support case on your behalf so that we can investigate this further.  Please see https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-864214

If you could reply there with the email address of the customer in question, and perhaps the issue key of an example issue that has had this behavior, it would help our support team to investigate this further.

Thanks

Andy

Tristan Boyd · Answer

We have the same problem here. "Reply to customer" doesn't work.

Does anyone have any ideas about how to troubleshoot this?

Pawan Rai_ic6pf8 · Answer

Thanks John!

I did start a thread with Atlassian support and awaiting any inputs from their side after sharing all the details about the issue.