Automatic messages are not being sent

[aleff.silva]

We made a change in the system, which was to change the default email, to an own email for opening tickets, when a call is opened by this new email, no automatic message is being sent, only if we open the ticket by default email , how do I set this up?

OBS: T.I team says that protocol of the e-mail is correct

[Angélica Luz · Accepted solution]

Hello @aleff.silva,

Thank you for reaching out to Atlassian Community!

When a customer sends an email to the custom email address added to the project, the ticket is created but the customer doesn’t receive the notification informing that the ticket was created, is that correct?

Do they receive other notifications, for example, when a comment is added or the status is changed?

If the ticket is correctly created, can you please check if the tickets have a Request type? 

Kind regards,
Angélica

[aleff.silva]

Is exacly this notifications that you mentioned.

All tickets have a Request Type, for example: 

This picture above shows a ticket that was created to test notifications, and have it Request Type, but even so i don't recive anything.

[Angélica Luz]

Thank you for the details, Aleff.

Are you receiving other types of notifications, like comments, or when a status is changed?

Is your test email from the same domain as your agent account?

Is this happening with all customers or just with your account?

Can you view the ticket in the customer portal using your test account?

[aleff.silva]

I apreciate your help!

When i was look the e-mail again, i find the e-mails, i think is taking long to recive them!