External Help Desk Customers are not receiving my support desk comment as an email reply.

[Tignum Admin]

Hello Community,

I'm experiencing an issue with my Help Desk setup having the following scenario:

1. I send a support request to our support email address

2. Ticket is correctly received and added in Jira Support Desk

3. I reply to the support request using the "comment" feature (as a support agent)

4. My reply only goes to the support thread on a support website. I (the customer), as the person sending the support request via email, get no email reply.

I expect my support comment (from the agent) to be sent as an email (to the customer), not only as a comment on the support thread. 

Can anybody help? 

Thank you!

[Glauco]

Hi there,

I understand that the customer is not receiving the email notification of a comment added by the agent, is that right?

There are many different causes to this kind of issue. I would advise you first to check the customer's notification settings.

Here is an article that might be helpful to you:

Configuring service desk notifications

Glauco Guimarães