Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Deleted user
0 / 0 points
badges earned

Your Points Tracker
  • Global
  • Feed

Badge for your thoughts?

You're enrolled in our new beta rewards program. Join our group to get the inside scoop and share your feedback.

Join group
Give the gift of kudos
You have 0 kudos available to give
Who do you want to recognize?
Why do you want to recognize them?
Great job appreciating your peers!
Check back soon to give more kudos.

Past Kudos Given
No kudos given
You haven't given any kudos yet. Share the love above and you'll see it here.

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

Automatic messages are not being sent

We made a change in the system, which was to change the default email, to an own email for opening tickets, when a call is opened by this new email, no automatic message is being sent, only if we open the ticket by default email , how do I set this up?

OBS: T.I team says that protocol of the e-mail is correct

1 answer

1 accepted

0 votes
Answer accepted

Hello @aleff_silva,

Thank you for reaching out to Atlassian Community!

When a customer sends an email to the custom email address added to the project, the ticket is created but the customer doesn’t receive the notification informing that the ticket was created, is that correct?

Do they receive other notifications, for example, when a comment is added or the status is changed?

If the ticket is correctly created, can you please check if the tickets have a Request type? 

Kind regards,

Is exacly this notifications that you mentioned.

All tickets have a Request Type, for example: 

This picture above shows a ticket that was created to test notifications, and have it Request Type, but even so i don't recive anything.

Thank you for the details, Aleff.

Are you receiving other types of notifications, like comments, or when a status is changed?

Is your test email from the same domain as your agent account?

Is this happening with all customers or just with your account?

Can you view the ticket in the customer portal using your test account?

I apreciate your help!

When i was look the e-mail again, i find the e-mails, i think is taking long to recive them!

Like Angélica Luz likes this

Suggest an answer

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

ThinkTilt is joining the Atlassian Family!

This morning, Atlassian announced the acquisition of ThinkTilt , the maker of ProForma, a no-code/low code form builder with 700+ customers worldwide. ThinkTilt helps IT empower any team in their or...

815 views 26 33
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