Hoping to get some guidance on a situation we are running into. We have been using Jira Service desk for a few months now and everything has been working as expected. One thing that has been noticed is that customers are not getting comment notifications.
Here is what I have checked:
Here is the interesting piece. As an Admin, I went in and added a comment to the ticket then the customer gets a notification. This seems to be a problem only when the assignee adds a comment to the ticket. Thoughts?
Hi @Adam Daigneau ,
I'm sorry my notifications are broken and I didn't see your reply. Did you fix the issue? If not, did you make several tests like:
If customers receive notifications only for some of these comments, then it looks like a bug and you should raise a support request to Atlassian.
@Adam Daigneau I am having the exact same problem. Luckily this is not in production yet, but in testing, no comment notifications are working. Can you share what kinds of rules you changed to resolve the issue? I'd like to pass the info along to our Exchange admin. Thanks! Carla
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