Communication with client is not working

[Alexander Busch]

Whenever I use the "Reply to customer" function the message does not arrive with the customer. Internal messaging with status updates do work.

Can somebody please point me to the settings for the external communications. Thank you!!

[Trudy Claspill · Accepted solution]

Hello @Alexander Busch 

Have you reviewed the Customer Notification settings to ensure the notification is enabled for "Public comment added"? You would find this under the Project Settings for the service desk project.

[Alexander Busch]

Hi @Trudy Claspill 

Thank you for responding.

I have activated all of the Customer Notifications except "participant/organization added". They are all on green.

Do I have to alter settings in the Jira Core Settings?

[Trudy Claspill]

You should not have to alter an JIRA Core settings for this. If internal messaging is getting through, then JIRA is configured correctly.

You should check with the part of your organization that manages email services in general to see if they can trace that the email to customers is making it to the central email server, and find out if it is getting blocked there.

You should also check with your customers and find out if

- they have any filters or rules set up on their individual email inboxes that might be automatically moving or deleting the emails, checking junk mail and quarantined messages folders.

- have them check within their own organizations to see if their own email services are blocking the incoming emails

Are any customers receiving any message from your JIRA system at all?

[Alexander Busch]

Thank you for your response. I have to describe the situation better.

Any issue status change is communcated to the issue creator.

Any form of comment or message that is being added to the case by the person taking responsibility for the isse/case is not being communcated.

So there is clear evidence that the email server channels are performing - there is nothing to search for there. Neither on our email server nor on the receipients´ email servers.

Just to make sure: I add the screenshot to double check we are talking about the same thing. It is in German language - but the increadible word "Kundenbenachrichtigungen" just means "Customer notifications". As you can see, I activated all of them but two.

[Trudy Claspill]

@Alexander Busch 

It appears that you have everything set up correctly. In your original message you said you are using the "Reply to customer" option. That should generate a "public" comment, and so that should trigger the email to be sent.

The only other thing I can think of is that the "reply to customer" feature may not actually be creating a "public" comment. Maybe it is creating an "internal" comment instead.

In the Issue Details view, if a comment in a service desk issue is not public, you should see that it says "internal" on the right hand side.

[Alexander Busch]

Hi @Trudy Claspill 

I checked the issue details view - but everything is as it should. I attach a screenshot. The yellow comment is internal. The two white comments are external comments. Neither internal nor external comments have been communicated to the participants. The only thing that is constantly being reported is when I change the status of any ticket.

So I created another test issue with an external email address - this time not via the "Create" from within the Queues view page but from our customer portal site. We are using the cloud version. So the customer service desk site is hosted by Atlassian.

Once I safed the issue, ...

... I (author) was informed by email that a ticket has been created. I was reported a ticket number and a standard text saying: "Thank you very much for your request ..."

... right on the the portal the following message was displayed: "You will no longer receive Updates to your request. You can always look up details of your request and updates by visiting "#ticket number." (translated from German into English).
When I clicked on the #ticket number I was asked to log in to the Customer Service by entering my email address and a password. As a customer I would not want to create such an account. It should not ask this.

So that was a very irritating finding.

When I worked on the ticket again in the JSD admin site - trying to respond to the external email address - no message was delivered to my external email address.

Is it possible that I did something wrong when setting up the workflows?? I did use the standard ones, but altered the flow by adding a "billing" status towards the end of the flow.

BR
Dominik

[Trudy Claspill]

@Alexander Busch 

The workflows should not be affecting the customer notifications when comments are added. 

There are just a few more things I can think of that might impact this.

1. Check the set up of the "Public comment added" notification itself. You can Edit individual notifications from the Customer Notification page. If you Edit that notification does it show "Customers involved" as recipients in the To field?

2. Are the customers listed in the Customers list associated with the project?

3. According to the documentation it appears that a Customer can elect to receive notifications in the Portal or email, but in testing our own service desk with an external email address, I did not actual find where this could be done.

https://support.atlassian.com/jira-service-desk-cloud/docs/what-notifications-do-my-customers-and-service-desk-team-receive/

[Alexander Busch]

Hi @Trudy Claspill 

[Alexander Busch]

Hi @Trudy Claspill 

I finally found the stumbling block.

I went through every Customer Notification Rule again (clicking on edit for each). In customer notifications edit view I needed to add "Reporter (customer)" to each individual Customer Notification in the "To" field. Having "Customers involved" in there just was not enough.

[Trudy Claspill]

That is a good find, @Alexander Busch !