Customers not receiving emails when I reply to ticket from Jira

Zainab August 7, 2023

When I "reply to customer" in a Support ticket from Jira, customers are not receiving the reply as an email (neither in inbox nor in spam). How to have this fixed ASAP?

3 answers

1 vote
Marc Koppelaar
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August 7, 2023

Hi @Zainab 

It might that all outgoing email is disabled.

If you have Jira administrator rights, please check if the Outgoing Email setting is enabled.

1 vote
Kris Dewachter
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August 7, 2023

Hi @Zainab ,

Are they not receiving any emails ? Or is it just some emails they are not receiving.

Can you check the settings of the "Customer Notifications" ?

Project settings --> Customer Notifications

 

There is also a "Customer Notification log" in your JSM Project. The menu item is just below the "Project Settings" menu item.

Best regards,

Kris

Zainab August 7, 2023

Hi @Kris Dewachter

Thank you for your reply. As far as I've noticed, seems like no one is receiving emails. Customer notification settings are enabled for public comments. As for the notification log, it's empty. 

What else could be the issue?

 

Best regards, 

Zainab

0 votes
jaison dsouza March 29, 2024

I am facing the same issue all settings and notifications are enabled but the replies are not received by email,

nor in the spam or anywhere what could be the possibility and what can we do to solve this?

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