User not getting reply from Jira

[Jayesh Narvekar]

When we are replying to the customers about their tickets, normally we click on "reply to customer" but few users not getting their reply.
I have checked the email logs no emails has been received by user from Jira or Atlassion.
In customer notifications settings, I'm getting below message:
Hash 1M55GEQ
Trace f7b6474571d64b15aa85976f5caa4f04

Please help, thank you

[Natasja Eloff]

Hi @Jayesh Narvekar 
Welcome to the community.

Have you checked with the users that they have not disabled notifications on their side?
Sometimes they click the Turn of this request notification in the mail they received.

You can ask the Reporter to double check their notification preferences as well by clicking on the Cog next to their icon on the top navigation bar and select Notification settings.

Hope this helps.
Please reach out if there is still an issue.