Customer Email Notifications from Zendesk-escalated Tickets Not Working

[John Bamber]

Hey everyone, 

We are in the process of switching from Zendesk to Jira ServiceDesk, and I'm encountering a problem with email notifications during my testing process. For clarification, I have done the following:

• Verified I am a site admin
• Installed & configured the Jira/Zendesk integrations on both sides, and confirmed tickets are being escalated as expected. 
• Verified my test user is registered as a customer on Jira and Zendesk
• Saw this working yesterday, now it's not working today...and I am quite flummoxed.

1. Create new ticket in Zendesk and assign it to my test account. 
2. Wrote public note in Zendesk, verified test account received the email almost immediately. 
3. Escalated ticket to Jira, verified ticket showed up in Jira with same reporter as in Zendesk. 
4. Verified that in Customer Notifications for this project's settings, recipients for these notifications changed from "Customers Involved" to "Reporter" 
5. Test account showed no notifications from Jira whatsoever about this issue. 
6. Posted a "reply to customer" from the Jira ticket, No email notifications whatsoever. 

Thinking it might be an issue with my test account (@yahoo.com) I:

1. Created a new ticket via email submission, and received the confirmation "we're on it" email.
2. I replied to this email, which successfully showed in the ticket. I then changed status to "In Progress" and added a comment. 
3. I received the confirmation email containing my comment and the status change to "In Progress"

I've confirmed Jira and Yahoo can communicate just fine when dealing with an issue that didn't come from Zendesk, albeit a bit slower than emails from Zendesk but not a big deal. 

The issue appears to happen with tickets that have been started in Zendesk then transferred over to Jira via the integration. Once that happens, no notifications are sent out when updates are made from Jira. 

I'm not sure what I've been missing... but I think I've isolated the issue to the integration, and something getting stripped from the ticket when it makes the jump to Jira. Anyone else having this problem, or anyone else have a solution? Thanks much in advance.