Create
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Products
See all
Community resources
Interests
See all
Community resources
Top groups
Explore all groups
Community resources
Celebration

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root

Avatar

1 badge earned

Collect

Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!

Challenges
Coins

Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.

Recognition
Ribbon

Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!

Leaderboard

Join now to unlock these features and more

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.

Get started Tell me more
Atlassian Community about banner
4,553,368
Community Members
 
Community Events
184
Community Groups

Problems with email

Martin Weber
Martin Weber
I'm New Here
I'm New Here
Those new to the Atlassian Community have posted less than three times. Give them a warm welcome!
Get involved
May 25, 2023

I'm trying that when and agent  comments, it will send and email for the client with the message and the client will be able to reply above the line. I don't know why it works for the status change but not for the comments

Answer
Watch
Like Be the first to like this
94 views

1 answer

2 votes
Pavel Adamovich
Pavel Adamovich
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
Get recognized
May 25, 2023

Hi. Go to Settings - Products - Jira service management - configuration, and search for Notifications - Should customers receive Jira notifications?. Set to Yes.

So Clients will see both Internal and External comments.

View More Comments
Erki Tammik
Erki Tammik
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
Get recognized
May 25, 2023

@Martin Weber 

Also check Project settings->Customer notifications. There are different notifications that can be sent to customers. You need to make sure that "Public comment added" is turned on.

Like
Reply

Suggest an answer

Log in or Sign up to answer
Jira Service Desk
Jira Service Management
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
FREE
PERMISSIONS LEVEL
Site Admin
TAGS
AUG Leaders

Atlassian Community Events

See all events