Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

Email Notifications

Hi Everyone,


I am in the process of setting up our Service Desk with Jira Service Management. Everything seems to be working as expected, except for email notifications. To be more specific, my users are receiving email notifications for ticket updates with tickets that were created using the web interface. However, they are not receiving ticket updates for tickets that were created via email. Essentially, our users will send an email to That email is then turned into a ticket via the email handler I created. That (mostly) works as expected. However, when I submit an update in that ticket, the end user is not receiving an email notification stating that the ticket was updated. I would have thought the emails would be coming from the same system. I cant seem to find anywhere logically to edit this. The Outgoing Mail option in the system settings just tells me that its enabled. Any help would be greatly appreciated!

1 answer

0 votes
Jack Brickey Community Leader May 25, 2022

Are these users Customers? If so please check the Customer notifications under project settings. Can you share your configuration?

These users are internal employees. What is the best way to share the config?

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted in Jira Service Management

Jira Service Management Documentation Opportunities

Hello everyone, Hope everyone is safe! A few months ago we posted an article sharing all the new articles and documentation that we, the AMER Jira Service Management team created. As mentioned ...

165 views 0 4
Join discussion

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