Users Not Receiving Email Notifications

[Daniel Nile]

Hi, 

A few of our users have started to report not getting the responses that we are sending out. I have checked the notification settings and nothing has changed. They seem to get the email notification when we resolve the ticket but not when we respond.

Thanks,

Dan

[Sagar]

Hi @Daniel Nile You can check the notification helper to confirm that there are not access related issues

https://your-site-name.atlassian.net/secure/admin/NotificationHelperAdmin.jspa

[Amir Katz (Outseer)]

@Sagar your answer only applies to Service Desk Agents.

If I try the helper (which is great, thanks for sharing), with a user who is only a Service Desk Customer, it says that she does not have the permission to view the issue. Which makes sense, since she only has portal access.

[Alexander Bondarev]

Hi, @Daniel Nile !

Welcome to the Community!

Maybe my question is simple and strange - are you sure that "respond" in your context is "adding public comments"?

If that - you should go to the "project settings" => "Notifications" => "Customer notifications" => "Public comment added" => "Edit" (check that it is enabled). 

And check the recipients (field "to").

After that you should go to Customer's request and check their roles in it. 

For you information, in the documentation you can check all available roles.

[Daniel Nile]

Hey @Alexander Bondarev 

Thank you and thanks for responding so quickly! Have checked the above and everything appears to be in order. They were receiving responses from us (in the last week or so) but now are not. 

Thanks,

Dan

[Alexander Bondarev]

What does that mean? 

When "now" you are adding new public comment - customers don't get an email updates?

Is it global problem? or just with 1-2 people and 1 request?

[Daniel Nile]

Yes customers are not receiving email updates - it is affecting multiple customers but everyone on several different requests

[Daniel Nile]

On this I have done a message trace and it says they have been delivered. After giving myself permissions to the inbox those emails aren't there (have checked all folders) 

[Alexander Bondarev]

Hm, it is really strange. 

Have you already raised a support request with Atlassian Team? 

[Amir Katz (Outseer)]

I'm facing a similar problem, after migrating to the cloud, but I'm not sure if any portal customer has received any notification.

I've checked the settings as per @Alexander Bondarev and all looks good.

Is there a way to debug this problem?

And @Daniel Nile , did you open a ticket with Atlassian Support?