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!
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:
Glauco Guimarães
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