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I'm not sending e-mails as response of an e-mail request

Felipe Areias

I'm testing Jira Service Desk with my original e-mail as support agent and a friends e-mail as customer. As customer, I sent an e-mail for my Jira e-mail (project@company.atlassian.net) to create a request. As agent, I received the issue, but in the moment I add a comment to answer to the costumer, as costumer I don't receive the e-mail.

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Jack Brickey

possible reasons:

if the emails are the same, i.e you are the customer and the agent you will not see your own comment.
your comment as an agent was internal not public
something in your customer notifications

Felipe Areias

I'm using 2 different e-mails, non-related to be sure of the experience of my customer. The e-mail used for customer doesn't have nothing related to Jira.
In the comment there are 2 buttons: "Share with customer" and "Comment internally". I'm using Share with customer.
You mean my configuration to send the e-mail or the configuration of the e-mail, like a spam configuration ?

Jack Brickey

thanks. in the third bullet i was referring to project > project settings > customer notifications.

Are you on cloud or server?

are you by chance using JETI or other email addon?

Felipe Areias

I'm using cloud.

I'm using JETI, problably. I searched for this settings of JETI today, but still not sending emails, because I used a "Send me a test email" and didn't receive anything.

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