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Reply to email not received

I added an email address to my service desk and submitted a ticket via email. I received an acknowledgment email  "Just confirming that we got your request. We're on it."

When I added a comment to the ticket I didn't get an email to but I noticed it went to the mailbox of the email account I setup to use on the service desk. e..g the reply was in that mailbox.


What setting to I need to check so the "reply to customer" updates go to the person that created the case and not the mailbox associated to route the email.



2 answers

1 accepted

1 vote
Answer accepted
Peter Tran - DevSamurai
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
Sep 25, 2023

The situation you are describing seems like a configuration issue where customer notifications are not properly set up, causing replies to be sent to the wrong email address. Here are some steps you can follow to ensure that the "reply to customer" updates go to the person who created the case, not the mailbox associated with routing the email.

1. Check Customer Notification Settings
- Go to Project Settings -> Customer notifications.
- Ensure that the notifications for comments and updates are enabled and correctly configured to notify the reporter/customer of the issue.

2. Verify Email Request Settings
- Go to Project Settings -> Email Requests.
- Confirm that the email address is correctly set up and verify the settings, ensuring emails are properly created as tickets and that the reporters are set as customers.

3. Check Customer Permissions
- Go to Project Settings -> Permissions.
- Confirm that customers have the correct permissions to receive notifications about issue updates and comments.

4. Verify Customer Email Address
- Open the specific ticket and verify the reporter’s email address to ensure that it is the customer's email, not the service desk email (e.g.

5. Test with Different Email Addresses
- Try creating a ticket with a different customer email address and see if the same issue occurs.

We verified all of the settings you suggested and mail flow is working successfully today, we had a test user open a case, verified responses, closed the test case with the user receiving all notifications. 

Thank you for sharing your knowledge!!

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