How can I get external customers who submit a JSM tickets to recieve emails when theres an update?

[Ben Weisman]

Our external customers are creating tickets in our JSM portal but they're not getting any emails when there are updates to the ticket. What am I missing?

[Kate Pawlak _Appsvio_]

Hi @Ben Weisman ,

Go to the project settings in your service project and check Customer permissions. In the Notifications section check if they are enabled. 

Best regards,

Kate

Chief Product Officer & Co-founder @Appsvio | Atlassian Community Leader

[Ben Weisman]

Hi @Kate Pawlak _Appsvio_ , they're all turned on. I'm wondering if they're for some reason no in the customer list? What criteria needs to be met to be auto added as a customer?

[Kate Pawlak _Appsvio_]

Ok, so are these people not visible on your Customer list? Have they created their tickets and have access to them? "Have access" means that they can go to the Request page on the portal and see these requests on the list.