Requestors are not able to see the update from the Helpdesk

[Iziel]

We have set up email ticket intake for ticket creation from xxxxx@xxxxglobal.com to xxxx@assembly-tech.atlassian.net.

Requesters can submit a ticket, but when the helpdesk replies to a requestor, the requesters are unable to see that response in their email.

What would be the best solution for this, considering we want to continue using our support email instead of the Atlassian email?

[Haripriya]

Hi @Iziel 

Good day! Thanks for getting in touch with our amazing community. From what you’ve described, it sounds like users are sending emails to xxxxx@xxxxglobal.com, which then gets forwarded to your default Atlassian email address to create work items. Please feel free to let me know if I’ve got that wrong!

If you don’t mind, could you share a bit more information with me? I’d love to help! Here are a few questions that might shed some light:

• Is the original sender of the email the one being listed as the reporter on the work item created, or is your group email set up as the reporter?
• Does the work item have a valid request type?
• Are customer notifications enabled in Project Settings under Notifications > Customer Notifications?
• Did you try checking the customer notification logs for any error?: View customer notification logs for your service project
• Have you thought about configuring xxxxx@xxxxglobal.com as an external email? It would be great to add an external email address for receiving requests. Just a heads up—since it’s a group email, you might want to create a separate mailbox to keep everything organized. Reference: Add an external email address for receiving requests. 

Looking forward to hearing back from you!

Thank you, 
Haripriya

[Iziel]

Hi @Haripriya , yes you are correct. Users are sending emails to xxxxx@xxxxglobal.com, which then gets forwarded to your default Atlassian email address to create work items.

To provide more context: xxxxx@xxxxglobal.com was set up as a distribution group. So, when we use the atlassian email as a reply to address, the update is not delivered to the requestor via email.

[Haripriya]

Hi @Iziel 

Thank you for sharing these details. Are the other settings correct? Could you please confirm the following so that I can get to the root cause? 

• Is the original sender of the email the one being listed as the reporter on the work item created, or is your group email setup as the reporter?
• Does the work item have a valid request type?
• Are customer notifications enabled in Project Settings under Notifications > Customer Notifications?
• Did you try checking the customer notification logs for any errors?: View customer notification logs for your service project 

Thanks, 
Haripriya

[Matteo Vecchiato]

Hi @Iziel ,

Welcome to Atlassian community and thank you for your question.

If I have understad correctly, I suggest to investigate the possibility to use a custom email in your project, in order to use directly the email account: xxxxx@xxxxglobal.com

You can find documentation for configuring an incoming custom email here: https://support.atlassian.com/jira-service-management-cloud/docs/connect-multiple-email-addresses-to-your-service-project/ 

There is the possibility the configure also a custom outgoing email account: https://support.atlassian.com/jira/kb/configure-outgoing-mail-in-jira-cloud/ 

I hope it helps

Kind regards

[Iziel]

Thank you for providing the links. The instructions helped but it didn't really specify the type of email needed. I found out though that it needs to be either a service account or shared mailbox for it to work. Our email address is a distro group which is not capable of sending.