Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Reply to users who used the e-mail channel without registration

Dear Community,

we introduced Service Management to our company and enabled users to open requests via mail, even without registration.

Is there any solution for replying the customers via the connected mail channel from JIRA? If we use the "Reply to customer" note, the update is visible only on the portal. Even the resolution notifications won't be sent (Spam is also checked).

Thank you for you help!

1 answer

1 accepted

0 votes
Answer accepted

Hello @Koin User Support,

Welcome to Atlassian Community!

Testing on my local site, I used an email with no account on my site and created a ticket on an open portal. The first notification and the following ones with comments are received and the customer can reply and it will be added as a comment.

Are all notifications enabled?

Are the tickets created by a new customer or are you using your account to create tickets to test?

I’m asking because by default we don’t receive notifications about our own changes, so in case you are using your own account, it’s expected that you won’t receive notifications.

Is it happening to all customers? Are they all from the same domain? 

If possible, test with a Gmail, Outlook, Yahoo email address to check if the same issue will happen.

Kind regards,

Dear Angélica,

thank you, that does the trick! All I had to do is to enable the notification.

Best Regards,


Like Angélica Luz likes this

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Management

Next level incident management in Jira Service Management

Hello Atlassian Community! We’re thrilled to announce some exciting changes to incident management in Jira Service Management Cloud, in order to give your teams extra muscle during incidents, and ...

1,608 views 20 12
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you