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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?
Hello @Karsten Schulze,
Thanks for reaching out to the Community and for testing the possibilities I mentioned.
Other than those, if specific customers are not receiving notifications it can be some block that we can remove. For example, if the inbox was unavailable at some point and the notification was sent it then was bounced and new notifications will be bounced as well. With this said, if it’s specific customers then we would need the email address or the domain so we can bulk check and remove those bounces. If you don't want to share it here since it's public, you can raise a support ticket on support.atlassian.com/contact.
You mentioned you are using your own test accounts, is it the same agent account or is it a personal account?
By default in Jira, we don’t receive updates about our own changes, so in case you create a test ticket and you are the reporter or participant or member of an organization the ticket is shared with and also the assignee, it’s expected that you won’t receive notifications. For that, it’s necessary to go to Profile picture > Personal settings and select the option You make changes to the issue > Save changes.
Also, Issue security is something that prevents customer notifications from being sent in case Service Project Customer - Portal Access or Reporter is not added to the Security Level.
You can check the Security Levels on Project settings > Issue security.
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:
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)?
we have the same or a similar issue: none of the public comments ("reply to customer") ever reaches the recipient (author of the ticket).
Going through your potential cause list:
Some further points I checked:
Any help where I could further look is highly appreciated.
Thanks in advance,