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How do I enable email notification for customers?

Dung-Phuong Grønning Tran Kristensen

Hello everyone,

Our customer can create support task in order to get help, and I did check their settings in order to fix the issue, but the settings was set to "notification on". Our customer has not been receiving notification since 3-10-2022. Is this a bug or do I miss a setting somewhere?

Accepted answers

Hi @Dung-Phuong Grønning Tran Kristensen welcome to the community!

This could be a few things but might need a bit more info to dive a bit deeper.

In your project settings, are your customer notifications turned on?
Is it just one customer or all customers?
On specific issues or all issues they create?
How are the issues created? (manually/on the portal/email?)
On those issues is there a Request Type associated?
Are other mails working (internal notifications)

All comments

Hi @Dung-Phuong Grønning Tran Kristensen welcome to the community!

This could be a few things but might need a bit more info to dive a bit deeper.

In your project settings, are your customer notifications turned on?
Is it just one customer or all customers?
On specific issues or all issues they create?
How are the issues created? (manually/on the portal/email?)
On those issues is there a Request Type associated?
Are other mails working (internal notifications)

Dung-Phuong Grønning Tran Kristensen

Yes, the customer notification is turned on.

Is only this customer.

All issues since 3-10-2022.

They are manually created in the portal.

I don't think so.

Yes, the internal notifications work.

Dung-Phuong Grønning Tran Kristensen

Thank you for your reply.

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