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When a customer raises a request via email, can Service Desk send the customer an email notification?

When a customer raises a request via email, can Service Desk send the customer an email notification?

This question is in reference to Atlassian Documentation: Configuring JIRA Service Desk notifications

When a customer raises a request via email, can Service Desk send the customer an email notification? If so, what needs to be done to configure that?

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It should send them an email to confirm their request.

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In my case, it is not. Advice on where to begin troubleshooting? I should clarify that other JIRA Service Desk notifications are successfully reaching the customer - e.g. when the same customer is added as a participant to an issue, they successfully receive an email notification.

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Does it successfully create the request from email?

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yes

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I would ask that you confirm these troubleshooting steps here – https://confluence.atlassian.com/jirakb/how-to-troubleshoot-email-notifications-in-jira-service-desk-777026983.html

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Thanks - I'll step through this.

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