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

Next challenges

Recent achievements

  • Global
  • Personal


  • Give kudos
  • Received
  • Given


  • 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

At the Jira customer service desk, customers that we add to the system do not receive e-mail.

How do I get the customers receive e-mail when I added them in the Jira Customer  Service Desk ? 

Project settings->Cutomer notification-> customer invitation mail is enable.

Ekran Resmi 2021-02-09 10.02.15.png


I will be glad if you help


1 answer

0 votes

Hello @Tuğba Yıldızhan,

Welcome to Atlassian Community!

When the Customer invited notification is enabled, customers invited to a project should receive a notification.

I can see that you are using a Free site, so it’s important to confirm if the limit of 100 notifications per day was not exceeded.

If that’s not the case, is it happening to all customers invited to the project?

If their email is from a custom domain, it’s important that their IT manager whitelist our domains and IPs to make sure that nothing is blocked on their side.

Kind regards,

Hello Angélica,

I think it is not about the notifications limit.

We sent invitation to  different customer and also I  added myself like a customer but it did not work . Neither customers nor I could receive mail.


Thank you 


Hi @Tuğba Yıldızhan,

Are these customers already added to another service project?

If so, it’s expected that they receive only the first invitation. If they already have access to the customer portal, they won’t receive new invites.

The invitation is only for customers that never logged in to the portal, so they can finish their registration to create a password. 

Regarding your account, as you are already an agent, you have access to the portal, so you won’t receive the invite.

Hi Angélica;

Last we tried to add someone who has never been added as a customer before. But still no mail. Is there a different solution for this issue?


Thank you 


Thank you for the details, Tuğba.

I checked the logs from your site from February 8  to 20 and filtered them by invitation only. Only the email address there was bounce, which I already removed.

All other invitations show as delivered. Below are some examples:

Screen Shot 2021-02-22 at 12.05.35.png

Screen Shot 2021-02-22 at 11.55.19.png

Feel free to share with us the email address, changing some letters to “X” as I did on the one above, so we can search here, but since the day this question was posted, the invitations were delivered.

Suggest an answer

Log in or Sign up to answer
Site Admin
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

196 views 1 6
Read article

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