How to I check settings for outbound communication to clients?

[Heather Smith]

We use Jira Service desk to communicate with our customers.   The customer is registered as the reporter on the ticket.  We are getting an increasing number of customers who don't receive our "reply to customer" comms from the ticket. But we can reach them without fail from Outlook.   

what do I check?

where do I check it?

Is anyone else having this problem? 

Many thanks

[PhilSpo]

Hello Heather,

Have you set your default email account up in outlook (the address that's sending the emails)?

You can then go into the account and check to see if there are items in the 'Sent Items' folder. If they arent there we know its a Jira issue, if they are there then some email issue.

Once you know where the fault lies, you can start investigating.

Phil

[Heather Smith]

Hi Phil, 

Thank you. No it was not set up in outlook and when I just tried to set it up it failed.   

The email is  maiao0@maiatechnology.atlassian.net.. so maybe that is not compatible with outlook or do I need to choose pop or imap instead of outlook in the advanced settings of add account in outlook? 

[Heather Smith]

If I bring up the POP screen  in outlook it asks for the below information, where do I find the details that it is asking for? 

[Heather Smith]

If I choose IMAP it asks for these, no idea where in Service desk to locate whats needed. 

[Jack Brickey]

Hi Heather,

I would suggest running a quick test. I use a test account, e.g. a gmail account set up as a customer to create an issue and then add replies. Also check the setting on Customer Notifications.

[Heather Smith]

Thanks Jack... but I already know it's not working..

so in asking what to check and how to check.. I'm asking what are the settings I need to check and what should the settings be in order for the out bound communications to work properly.