We only use Jira Service via the email channel. Our customers do not go through the portal to open or receive updates on tickets.
Ex: customers sends ticket to email@example.com and IT receives ticket on portal..IT replies to customer on portal--Customer does not see details in email on any status update to ticket.
Customer does receive the ticket letting them know we have received your request and are working on it-thats it.
also we have no interest in sending customers to the portal.
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