Customer still not able to receive emails from Service Desk

Question

We have an issue where one of our Jira service desk customers is not receiving emails that should be sent out of Jira Service Desk.

The most recent change we made was to remove the customers account and re-add it.

The customer did not receive the invite when his account was added again. I also added the customer as a participant on a request and made a comment on the request. There was no comment email delivered.

We cannot figure out what is different with this user than any other user we have setup in the past.

Angélica Luz · Answer

Hi Sbatchelder,

Can you please ask this customer to login in the customer portal to see if he/she is able to see the ticket?
This will show us if the customer has permission to see the ticket.
If possible, ask him/her to open a test ticket to confirm if he/she will receive the emails.

Regards,
Angélica

Scott Batchelder · Answer

As far as I know there is only one customer with this problem. The ticket was opened through the portal by another customer. The customer with the problem is setup as a request participant. There is a valid request type associated with the ticket.

Scott

Angélica Luz · Answer

Hi Sbatchelder,

Is it happening only with one customer?
Is this customer opening a ticket through the customer portal, email or an agent opened a ticket on his behalf?
Can you please check if the ticket has a request type or it's showing as "No match"?

Regards,
Angélica