Hey @Annelies van der Ploeg and welcome to the community!
You can always launch a support request at https://support.atlassian.net/contact to have them do a check of the logs to see if a bounce exists.
I'll see if I can loop someone in from Atlassian here too but a support request is most likely the quickest.
Is it just your email that fails or others too? (all emails?)
Thanks Dirk and Stephan!
I created a new Hotmail account and on the second account there seems to be no problems.
I also sent an email to : firstname.lastname@example.org from outlook that arrived.
This is what I did: ( I was trying to test something)
- from email@example.com ,I sent an email to firstname.lastname@example.org
- the email arrived in Atlassian: servers desk
- I answer email@example.com in the ticket
- The auto reply mail and the answer from Service desk do not arrive on firstname.lastname@example.org
So I thought there would mabye be a bounce. email@example.com is one of my junkmail accounts. So not a real customer.
And other, real clients do get emails? Cause it could be that the customer notification trigger is just not activated of course..
Have you confirmed that in your project settings -> Customer Notifcations the right items are enabled?
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