I'm start using jira service desk. I can receive case by email from customer but when I update comment on that ticket, there is no email sent back to update customer.
Please advise.
I found the root cause is the global setting below. It was No before. When I change to yes, an email was sent for comment updated.
Go to project > project settings > customer notifications and review the notifications. If they look ok make sure your comment is a public (share with customer) not internal. Finally ensure that the reporter is indeed the customer not say you reporting on the customer’s behalf.
Hi my name is grace how are you today
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