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One customer reported not receiving individual comments from a particular agent as an e-mail notification. The agent has the role "Service Desk Team" with the authorization to communicate with customers and write comments. The notification for customers for public comments is active. A test could not confirm this occurrence, so it occurs sporadically (at least 3 times so far). What could be the reasons for this?
It could be various reasons.
For the last you will need to raise an Atlassian Support issue, as they can look into this at the backend of your instance.