Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Our Service Desk customers are suddenly unable to respond to notifications by email

Previously, when a customer received a notification of an update in a Service Desk request, they could reply to the notification, and their reply was added to the comments on the request, as though they had logged in and responded.

Today, when customers respond, their email client shows the response email as sent, but the response does not appear in the Service Desk ticket.

We use Service Desk Cloud.

Is there a general outage?  Is anyone else seeing this?  Thanks in advance!

Jim

2 answers

0 votes

Hi Jim,

I saw that you created a ticket with our support related to the same question and they are already helping you, so to avoid any possible misunderstandings or miscommunication that may arise from discussing the same matter in two different platforms, let's focus on the ticket instead.

Once the ticket is resolved, feel free to share the resolution here to help other community members that may face the same issue.

Regards,
Angélica

Sounds good, I came across this first, then found the actual help desk.  I'll post here if I get it sorted.

we just started having a similar issue.  Look forward to Jim posting what the resolution is.

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Asked in Jira Service Desk

Calling all Mindville Insight users, we need your help! (there might be swag involved)

Hello Insight users,  As part of our (Mindville's) acquisition by Atlassian, our training team is looking to build some new Insight training materials and we want to hear from you!  ...

296 views 4 6
View question

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you