jira service desk does not send email on comment

This question is in reference to Atlassian Documentation: Managing the email channel

I was originally brought here thinking the puller or processor were not on but, they are yet my public comments on my tickets are not being sent back to the customer.

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Hi Rob, did you find an answer to this? I'm in the same situation. Tickets are created when sending a message to the email address, SMTP is setup, the puller is created for Incoming Email, the project also has a Custom email address assigned.

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