One of my customer doesn't receive email notifications

[Paul Gautier]

Hi, 

One of my customer (louis.duret@mc2i.fr) doesn't receive email notifications from Jira Service Management. Do you have an idea why ?

Thank you,

Paul

[Cassie the Jira Mechanic]

Paul,
A few things to check first:

1. Have you had your user check their personal notification settings? Users sometimes turn these off and simply forget about it.


2. If it is a single ticket users can accidentally click "Turn off notifications" on the customer notification email they receive about the ticket or sometimes they accidentally do this on the ticket itself in the portal. You can have them check by going to their ticket to see if the ticket says notifications are on.

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Email footer example:

[John Funk]

Hi Paul,

You will need to open a support ticket with Atlassian to have them check to see if that email address is on a blocked list.

[Serge Creator]

Yes I have the issue

[John Funk]

Hey @Paul Gautier  - Assuming you got this resolved. What was the solution?