Our reply to a customer is not received by the customer

[Pi Network Support]

We have set up email forwarding to the Atlassian email address from a Gmail address, so that we can receive customer emails in Service Desk. However, when we send a reply to a customer, the customer does not receive the reply. 

[Petter Gonçalves]

Hello @Pi Network Support

Thank you for reaching out.

Per your description, I understand that you have configured a custom email address in your Service desk project under project settings > Email requests. This email address is receiving the customer messages and creating tickets on their behalf, however, when you answer those tickets by adding a new comment (Directly on the ticket or through email). the notification email is not being received by the customer. Is that correct?

If that's what you are facing, please check the following documentation to properly troubleshoot your issue:

How to troubleshoot customer notifications in Jira Service Desk Cloud 

Once you check each step of the documentation, please let us know your results or if you need help to run any of the steps suggested.

[Nic Brough -Adaptavist-]

Are other people receiving emails?  If so, then it must be the customer's email and not your side.

If no-one is getting any email from it, then check the email sending settings.

[Pi Network Support]

No customers are getting our replies. Is there some email sending setting that we need to pay attention to because we believe that we have set everything up correctly.

[Nic Brough -Adaptavist-]

Probably, but it is impossible to say without more information. 

You say no customers get emails, does anyone else get them?  The service desk and/or developer users?  What do thye get?

[Pi Network Support]

No one is receiving the replies. 

For our agents, we are receiving emails that indicate that customer emails are arriving in our inbox.  In other words, we're getting JIRA notifications for incoming emails, and we can see them from our Service Desk, but the outbound messages are not successful at all.

Is there a setting that we should check? If so, please let me know. Thanks for your guidance!

[Nic Brough -Adaptavist-]

I am sorry, but I am struggling to be clear on who is getting emails from where.

I'll try to simplify - is anyone getting emails from Jira? 

[Pi Network Support]

Sorry I was not clear. 

Yes, Jira sends the agent (me) an email to my Gmail address, whenever there is an incoming email from a customer. So, in my Gmail, I receive the email from the customer, and an email from JIRA notification with the same email message from the customer.

Whenever, I try to send a "reply" or outgoing email message, the customer does not receive the reply, and I also do not receive any JIRA notification of the reply (though I do not know if I should get a copy of the reply). 

Thanks again for your help.