Customer is no longer receiving email updates

[Clare Lawson]

Hello. I have a customer who is able to email in a ticket request.  When my team replies, the responses are not going out to the customer. It's just one customer this is happening with. I looked in the logs and do not see any issues.  

Any ideas on how to fix this?

[Andrey Kiyanovsky · Accepted solution]

Assuming customer notifications are on, the email account is active, then you can check customer notification logs, and then ask Atlassian to remove the user from the suppression list if it's the case.

[Clare Lawson · Accepted solution]

They were in his spam folder!