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'Respond to customer' does not work

Wayne Freeman
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Sep 22, 2023

A customer is not receiving responses when we use the 'Respond to Customer' function. The client is set as the 'Reporter', her email is correct, she can login to her jira support account through our support. domain. But she is not receiving any emails when we 'Respond to customer'

2 answers

3 votes
Marcus Jones
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Sep 22, 2023 • edited

Hi Wayne,

Do you have the Public Comments Notification enabled under the customer notification settings in your project?


1 vote
Jehan Bhathena
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Sep 22, 2023

Hi @Wayne Freeman ,

I'm assuming you mean the "Reply to Customer" comment, using this adds a comment that is visible to the customer when on the portal, if the customer has chosen not to receive any mails from Atlassian, or you notification/email settings are setup such that the customer is not informed when a comment is added, in both cases the customer wont receive a mail.

Does the mail notification work for other customers? Since this may be useful to debug the behavior here.

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