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

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

Can we set " reply all" instead of " reply to customer" in jira service management?

Is there a way that we can reply all to customer? 

not only reply to the sender but reply all to customer that cced as well. 


Thank you and look forward to hearing from you soon. 



Kind regards,

Krijnuthda V.

1 answer

0 votes

Hello @Krijnuthda Vucharakaroon,

Welcome to Atlassian Community!

When using the option “Reply to customer”, all customers involved in the ticket will receive a notification. 

With this said, if there are participants and if it was also shared with an organization (if the member of the organization subscribed to receive updates), not only the reporter but they will also receive the notification.

If you go to Project settings > Customer notifications (Classic) or Project settings > Notifications > Customer notifications (Next-gen) and click to edit the “Public comment added” you can see that the “To” is set to Customers involved.

If you have any other questions regarding this matter, please let us know.

Kind regards,

Hi Angelica, 


As we have checked in project setting page it's already "enabled" 

but customers still not receive any notification on their mailbox / notification 

the one who received is only the sender, the cced not received any notification at all. 


Would you mind helping me double check on this? 

you can check the attached file here. 


Screen Shot 2021-02-22 at 1.30.23 PM.png



Thank you and look forward to hearing from you soon.


 Kind Regards, 

Krijnuthda V. 

Hi @Krijnuthda Vucharakaroon,

Can you click on Edit and check if the To is set to Customer involved?

Screen Shot 2021-02-23 at 11.23.58.png

Can you ask the participant to access the customer portal to confirm if the notifications are on?

Screen Shot 2021-02-23 at 11.29.37.png

I don’t know if the customers have the same domain as you, but I searched for blocks and bounces on your domain and found some due to the following error:

550: 550-5.1.1 The email account that you tried to reach does not exist. Please try 550-5.1.1 double-checking the recipient's email address for typos or 550-5.1.1 unnecessary spaces. Learn more at 550 5.1.1 - gsmtp

I removed this bounce and if they were in the list, the notifications should work now.

Note that, if the ticket was shared with an organization, the members of the org will only receive future notifications if they go to the portal and turn on the notifications.

After you removed that error.

Now It's working properly, customer received the notification. 


Thank you for your help! Angelica. 

Like Angélica Luz likes this

Suggest an answer

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

Submit your Jira Service Management use case and win!

Hi everyone - in case you haven’t heard, we’re hosting the show of the century on November 10th: High Velocity: ITSM World Tour.     This virtual, concert-themed experience...

272 views 1 9
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