When a customer raises a request via email, can Service Desk send the customer an email notification?

This question is in reference to Atlassian Documentation: Configuring JIRA Service Desk notifications

When a customer raises a request via email, can Service Desk send the customer an email notification? If so, what needs to be done to configure that?

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Steven Behnke Community Champion Jun 30, 2016

It should send them an email to confirm their request.

In my case, it is not. Advice on where to begin troubleshooting? I should clarify that other JIRA Service Desk notifications are successfully reaching the customer - e.g. when the same customer is added as a participant to an issue, they successfully receive an email notification.

Steven Behnke Community Champion Jun 30, 2016

Does it successfully create the request from email?

Thanks - I'll step through this.

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