Reply to custom - Email functionality doesn't work sometime

[Pawan Rai]

We're exploring the Jira Service Management free cloud version to use for our support desk. However, for cases where I am adding public comments to a ticket the email sometimes is not being sent to the respective people that are part of the ticket/thread. Sometimes, it works but not always.

I've checked and all the email notifications are turned on. The template is also defined accurately. Appreciate any inputs in this regard.

Thanks

Pawan

[John Funk]

HI Pawan - Welcome to the Atlassian Community!

I don't think anyone here as a regular users is going to be able to look at your data to determine a cause. Let me see if someone from Atlassian can take a look with you. 

[Pawan Rai]

Thanks John!

I did start a thread with Atlassian support and awaiting any inputs from their side after sharing all the details about the issue.

[Tristan Boyd]

We have the same problem here. "Reply to customer" doesn't work.

Does anyone have any ideas about how to troubleshoot this?

[Andy Heinzer]

Hi @Tristan Boyd 

I created a support case on your behalf so that we can investigate this further.  Please see https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-864214

If you could reply there with the email address of the customer in question, and perhaps the issue key of an example issue that has had this behavior, it would help our support team to investigate this further.

Thanks

Andy

[Majken Longlade]

Are the people not getting emails also licensed JSM agents? If so this could be what's going on.