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Customer reply alert emails slow

Glenn Simpson
Glenn Simpson Sep 29, 2023

I have at least one internal agent who reports that a customer can reply to a ticket, and it can take up to an hour for the agent to receive an email alerting them to the addition.  However, other changes such as closing a ticket result in a very quick email.  

This of course slows everything down as the agent doesn't know that the customer has replied.

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Jack Brickey
Jack Brickey
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Sep 29, 2023

Hi Glenn,

I would highly recommend reporting this to Atlassian support so that they can login and take a look. It is very difficult for the community to support this type of performance issue. With that said I would ask the following:

  • Are you using the native email handler or possibly an add-on email handler?
  • Are you experiencing this behavior across multiple projects?
  • Are you experiencing this behavior with different customers and customer domains?

Sharing those answers with Atlassian support would expedite resolution I think.

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