Users/customers not receiving invite

[Avelino Alicea]

I am setting up organizations and inviting customers to them, but even though the system says an email was sent, the users/ customers are not receiving the emails.

[Angélica Luz]

Hi Avelino,

Just to make sure that we are on the same page, is it happening when you invite customers directly in the project or when you add users through Site administration > Users > Invite users?
Is it happening for all users and customers?
Were the customers already in the project and now you are adding them in the organization?
As a test, you can open a ticket through the customer portal on behalf of the customer and check if they will receive the notifications, so we can confirm that the issue is happening only with the invite.

Regards,
Angélica

[Avelino Alicea]

It happens when I add them in the Organization. However, when I added these users to the project initially, they never got an email when I added them through "Invite team" link in the Jira Service Desk Project, even though it says an email was sent to the users.

[Angélica Luz]

The "Invite team" on the project is to invite new users and it also counts as a license, it will not invite them to login in the portal to create tickets, they will be agents.

So, just to clarify, are you inviting users to work internally on the tickets?
The organization that you mentioned, is the organization on the project or on admin.atlassian.com?

Project:

admin.atlassian.com: