Customer notification emails from JIRA (cloud)

Hi, in my JIRA Service Desk project, I have enabled customer notifications when public comment is added. I also tried sending a test email and it worked but customers don't get a notification as expected. Is there anywhere else I need to check that might be blocking the sending of the notification emails? Anything about the customer settings that I am not aware of? Any customer can send an email to us, without registering, and it shows up in our system but no message goes out to them at this time.

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I have noticed the same issue in our cloud version ... and the system was successfully working a few months back - so curious to see if you have identified what caused this

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