When a customer writes a comment (as reporter) from the customer portal the agent assigned to the issue doesn't receive an email notification.
Here are a few more details/settings:
What am I missing?
@Andrea C I would suggest using the notification helper in Jira. You can enter the agents name and the issue they are not getting comments on and select issue comment and it should tell you if everything is setup for them to receive these notifications.
https://support.atlassian.com/jira-cloud-administration/docs/use-the-jira-admin-helper/
@Andrea C did you fix this issue?
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But the notification helper doesn't allow you to check for email responses from the reporter. There are no options regarding reporters responses
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It would just be comments. An email response would be a comment.
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Issue Commented
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