Do request participants get notified if another customer replies via email?

[Collin Shawler]

I am looking for clarification on the behavior of customer notifications in scenarios similar to the following:

1. Customer opens an issue in Jira.
2. Agent posts a public comment on issue (such as asking a question to the customer)
3. Customer replies to question through an email reply rather than replying from the customer portal.

In this scenario, should other customers who are request participants expect to get a notification containing the reply from the customer in item 3? I have a report from one customer who reports that he is not getting these kind of notifications, but I have not yet confirmed the behavior.

Thanks!

[Jack Brickey · Accepted solution]

Yes assuming you have the customer notifications set up do send notifications.