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Why isn't CSAT Plugin sending Survey email?

We recently installed the Candylio "Customer Satisfaction Survey for Jira" plugin to JSM however it is not sending the satisfaction survey emails. 


Trigger Event - "Resolved"

Recipient - "Reporter"

Sender Alias - email account tied to JSM

Test case, user1 sent an email to the email, user2 was assigned to the ticket and resolved the ticket. No survey was emailed. User1 can see JSM ticket has an update in "CSAT" section which shows the survey choices, user2 cannot see any changes to "CSAT" section. Still no email was sent to user1's email.

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