"Comment preview is unavilable" desipe being on a Premium lisence

Question

Hello,

We are having issues with customers not being able to see comments when replying to an e-mail request.

I've searched for this issue, and I've come across a KB article stating:

From Atlassian support:

The static "Preview unavailable" customer notification message you're seeing is being sent due to a new limitation to Free and trial sites. This limitation prevents customer notifications from having user-generated content until the site is upgraded to the paid plan.

After you have completed the purchase of our product, in case it's desired, this limitation should be automatically lifted. This action was necessary to reduce the number of spam emails being sent out to customers, by redacting user-generated content in customer notifications. Apologies for the impact this may have on your team during the trial period.

Is this true? We are not on a free or trial plan - we have a premium license.

What actions can we take to solve this?

Thank you,

Nikola Perisic · Answer

Hello @Tyler Sherrard ,

Welcome to the community!

I'd suggest that you raise a ticket to Atlassian once more and explain that you have the premium license, even send them a screenshot from your product, which you can find on admin.atlassian.com and then selecting your organisation.

Hope this helps you out.

BR,

Nikola

Eugenio Onofre_v78igo · Answer

Hi @Tyler Sherrard

Welcome to the Atlassian Community. I can confirm the statement is true. In this case, I would recommend getting in touch with Atlassian Support at https://support.atlassian.com and raising your concern to the Premium Support team.

They will be able to investigate it further as we, from the community, are not able to provide specific customer instance related support.

Please remember to accept this answer in case it helps resolve your question as it can also help other community members in the future.

Best Regards,
Eugenio