External Help Desk Customers are not receiving my support desk comment as an email reply.

Tignum Admin

Hello Community,

I'm experiencing an issue with my Help Desk setup having the following scenario:

 

1. I send a support request to our support email address

2. Ticket is correctly received and added in Jira Support Desk

3. I reply to the support request using the "comment" feature (as a support agent)

4. My reply only goes to the support thread on a support website. I (the customer), as the person sending the support request via email, get no email reply.

I expect my support comment (from the agent) to be sent as an email (to the customer), not only as a comment on the support thread. 

 

Can anybody help? 

 

Thank you!

Glauco

Hi there,

I understand that the customer is not receiving the email notification of a comment added by the agent, is that right?

There are many different causes to this kind of issue. I would advise you first to check the customer's notification settings.

Here is an article that might be helpful to you:

Configuring service desk notifications

 

Glauco Guimarães