A customer send an email.
It opens a new issue.
When an agent tries to use the respond to customer tab in Jira the case updates with the agents comments but it never goes to to the customer.
It’s really frustrating. Also, when the customer emails support to make a new issue, it appears in service desk but the customer does not receive a new case confirmation back.
It sounds like you don't have a mail server connected or the mail server is failing. What you have described is that no outgoing emails are coming from JIRA Service Desk.
If you're on Atlassian Cloud you should open a request at https://support.atlassian.com or if you use Atlassian products self-hosted you should look at the Application Log for obvious errors.
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