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Reply to customer email functionality


I have Jira Service Desk serving as a help desk for an organization to capture requests  via the portal feature. Once a a request is submitted via the Portal, one of the Agents then attends to the ticket and communicates with the requester via the "Reply to customer" feature.  I noticed, however, that the message does not always get emailed back to the requester.

How can I  diagnose  and solve this problem?


2 answers

0 votes

Hello Asaf,

Thank you for reaching out to Atlassian Community!

When a request is created via the portal or email, the reporter will always receive a notification when public comments are added.

If the reporter is not receiving the notification, the most common causes are:

  • The request type is empty (shows as "No match").
  • The customer opt-out for notifications in the portal.
  • Some issues on their side where the emails are being rejected.

Just for further clarification, can you please let us know if this issue happens for all customers and all tickets?

Is it happening only with the reporter or also participants and members of an organization (in case the ticket is shared)?


This feature still does not work. Different emails tested. None of them worked

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