Customers Set up as users not receiving email notifications

Question

We have Jira set up such that we have to set up every user for support tickets.   We generally collect the setup information via (wo)manned telephone lines.  Our outbound email is something like "support@ourcompanyname.atlassian.com".  On several occasions, after setting up individual users and sending the email to them so their support issue can be logged and worked, end user cannot find the initial email in their inbox, junk, spam....etc.   Anyone had similar issue?  How to fix?

Regards,

Paul

Angélica Luz · Answer

Hi Paul,

Can you please check on the project settings > customer notifications if the invitation email is enabled?

Also, if they are not receiving the email with this notification enabled, can you please go to  > Site administration > Jira service desk > Portal only customers, click on one of the affected customers and click on Change password to create a temporary password. Send this password for the customer with the link to the customer portal and check if they are able to log in. If so, ask them to open a test ticket in order to check if they will receive the notifications for the ticket.

It will help us check if they are facing issues only with the invite or with all notifications.

Also, if you open a ticket on behalf of the customer through the + button, make sure to select a Request type. If this field shows "No match", they won't receive notification.

Regards,
Angélica

unknown · Answer

We do it either way, but most of the time when we see the issue is when we set them up in the portal, the invitation email does not get to the intended recipient.  We always tell them to check junk or spam and they still do not see the invite email.  Reading through some of the other confluence articles, it seems like they are being blocked by Atlassian for some reason.  These are long standing customers with valid email accounts that have been in place for some time so I don't believe it has anything to do with new email accounts in which some of the articles describe.

Regards,

Paul

Angélica Luz · Answer

Hello Paul,

Thank you for getting in touch with Atlassian Community!
Just for us to better understand this use case, can you please let us know how the tickets are opened?
Do you open the ticket on behalf of the customer or they open the ticket through the customer portal/email?

Regards,
Angélica