JSD Cloud checking outgoing email notifications

[Josh Thurman]

I have some customers complaining that they are not receiving notification emails that a comment was added. I know this is not a problem with all users but I would like to know when and how I can check the outgoing emails, if this is even possible on JSD cloud.

[Angélica Luz]

Hi Josh,

Welcome to Atlassian Community!
Currently, it's not possible to see the outgoing information on the UI.
I see that you created a ticket with our support and they can check this information in the database, but let's check some information that may help us to understand why they are not receiving notifications.
You mentioned that they are not receiving notification for comments, is this the only notification that is not working? Are they receiving notifications when the ticket is created and closed?
Is this happening for all comments?
What is their role in the ticket? Are they reporter, participant or member of an organization?

Regards,
Angélica

[Josh Thurman]

This is only happening for comments, they get an initial email when the ticket is created but not for the comments. They are the reporter in this scenario.

[Angélica Luz]

Hi Josh,

I see that they are already investigating the issue on the ticket and I'll share this information with them.
Please, share on the ticket a case where the notification was not sent, so it will be possible to check what may be causing this issue.

Once it's resolved, feel free to share the resolution with us to help other community members that may face the same issue.

Regards,
Angélica