Can customers respond to a request by email?

[ARIEL SALOMON]

Hello Please I wanted to see the following. Actually the comments are added to the subject but the isue is not updated to waiting for support, and when I reply an isue it is not automatically passed to waiting for customer. could you please help me ?

Ariel

Thanks

[Angélica Luz · Accepted solution]

Hello Ariel,

Welcome to Atlassian Community!

As per the details you provided, it seems that the automation that changes the status is not working properly.

By default, when the project is created this automation is also created. Please, go to Project settings > Automation and confirm if the rule "Comment updates reply status" is there.

If the automation was created, then check the logs to confirm what is happening.

On the next page, you can see if the automation failed or not and click on "Show details" to see what happened. 

If the automation doesn't exist, please create one.

Regards,
Angélica

[ARIEL SALOMON]

Hola Angelica

Thank very much. I was the solution

[ARIEL SALOMON]

Please I have another question ?

Good afternoon, I wanted to know what this message is about

Las notificaciones por correo electrónico están desactivadas hasta el 11/Jun/20

Has enviado el número máximo de notificaciones de 12 hours para tu plan. Actualiza para seguir colaborando con tu equipo.

And if the messages that you replied did not reach the clients or would arrive later

Regards

[Angélica Luz]

Hello @ARIEL SALOMON,

I saw that you created a ticket with our support regarding this issue and they already helped you.

If there is anything else we can do, please let us know.

Regards,
Angélica