Users do not receive a response

[Natalie Schurter]

Dear Atlassian Community

I have a problem. We are using the service desk in our app. This means users trigger help requests in the app, which come in to us as a ticket. Once I respond to the ticket, the response is emailed to the user. Now we have been getting more feedback that they are not getting a response from us. However, when I open the ticket, the response was sent correctly.

The affected users have checked the spam folders. Our reply is not there either.

Can anyone help me or know where the problem is?

Kind regards
Natalie

[Els Bassant]

Hi Natalie, 

Welcome to the community!

1. Can you check whether the comments in the tickets are External or Internal comments? By default, External comments are visible to the customer and will email trigger notifications. Internal comments are not visible to the customer and do not trigger email notifications.
2. Can you check the customer notifications settings of your project? 
   Maybe some of the notifications have been turned off.