But I guess I can explain a bit.
I am testing Jira Service Desk, I am using the trial version, so I am the the only agent as well as the requester.
I sent an email and it opened the ticket and I received and email about the ticket. I then commented in the customer portal as well as the agent interface and no email came. This is important for us as right now we are not allowing users to login, they can only comment/open tickets via email.
Is your comment customer visible? I believe the default is private comments. A customer visible comment should send an email.
If you change the status, does your customer receive an email?
It sounds like you enabled the email channel since you can create issues.
See the bullet items on the functionality provided in the introduction section.
Where is the setting for "private" comments?
I checked the comment settings of the project associated with the service desk and all groups have permission to add comments, there is no setting for "public" or "private".
I also checked the notification settings for the project and the "Reporter" has permission to receive on "Issue Updated". I assume reporter is the customer who sent the email to open the ticket.
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