Jira Service Desk Cloud version not sending notification emails

[Peter Ebraert]

We are using the Cloud version of Jira service desk.

It seems Jira Service desk is not sending any email notification to the customer who is logging the Service desk issue.

We would expect an email notification to be sent to the customer:

- When the issue is created

- When the status of the issue is visibly updated 

- When a comment is added to the issue for the customer

- When the issue is resolved

PS. Notifications are sent to me though (a service desk agent), when the issue is logged or when the customer adds a comment.

[Jack Brickey]

• Is this happening to all customers?
• How is the customer logging the issue (email, portal, application)
• you tagged this as Jira Software as well as JSD. Why is that? Just want to rule out interactions between the two apps.
• What specific tests have you run so far?

[Shwetha Suvarna]

Hi Peter,

Please confirm if the users who are raising the request are internal service desk agents or are they the customers. Also, I would like to know if this project is an internal service desk project or an external service desk project.

Below are a few links which could help you with the issue:

• configuring-service-desk-notifications
• jira-service-desk-why-are-customers-not-getting-notifications
• Email-notifications-not-being-sent-received-when-comments-added

[Peter Ebraert]

Hello all,

Thanks for your replies:

• The users are customers (no service desk agents)
• We currently have 3 customers who reported this behavior, all belonging to the same organisation
• The tickets were logged by means of the Service Desk portal
• I tagged the issue as both Jira Software and Service Desk, as I don't know which component is to blame. We are using Jira Software and the Jira Service Desk -- both the cloud version.
• Tests we did: See bullet list in my ticket. None of the notifications were sent.

[Shwetha Suvarna]

Hi Peter,

Please make sure that the Customer Notification settings are enabled to send the required notifications.

Go to Project --> Project settings -> Customer Notification.

You could also follow the article https://confluence.atlassian.com/servicedeskcloud/configuring-service-desk-notifications-732528936.html for more information on the issue.

Best regards,

Shwetha

Atlassian Cloud Support 

[Peter Ebraert]

Hello,

Thanks for your prompt reply. All notifications were already turned on, like in your screenshot.

That is not it...