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Customest don't receive my replies to to requests sent by email


we created a dedicated email  customers can send requests to.

We receive emails from customers, but customers don't see our replies.


can you help?

1 answer

0 votes
Ismael Jimoh Community Leader Oct 03, 2020

Hi @Magdalena Jarek 

With the above, there could be any number of causes:

  1. can you confirm the issues have a request type configured? When this is missing from an issue, the customer cannot receive notifications.
  2. Can the customer see the notification if the access the customer portal? If not, it means your comments may be internal only.
  3. Can you check if the comments added are not internal comments?

Can you trigger a notification to a test account and check if the mail queue shows any outgoing mail? This will allow you also know if the email is being fired correctly.



1. yes

2. they can see. So when sb doesn't have an account in customer portal, they will not receive email comment? Account is mandatory?

3. no, it's the other type.


Thanks for your support.


Ismael Jimoh Community Leader Oct 06, 2020

Hi @Magdalena Jarek ,


Yes a user does need an account. JIRA Service Desk creates an account for users when they email you (normally based on customer permission). So if a user doesn't have an account, then they will not be notified. 

no, it's the other type.

Please can you clarify what the other type is? Do you mean you are sending the notification to customer. If possible, can you send me the following:

  • A screenshot of a sample comment where the user mentioned they did not get a notification?
  • Can you setup a test the process personally with a test user and describe the process you use for sending the notification, confirming if it works or not.

Let us know the result of this.


hello, everything works as designed.

When i changed the default reported into the right reporter, ticket becomes visible on the user's jira account  - i mean the request sent by emaiil.

Like Ismael Jimoh likes this
Ismael Jimoh Community Leader Oct 08, 2020

Great to hear you have the issue resolved.

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