Sending replies to "Email not verified" customers
Asked by Marcin Tworek:

Hi

We have on-premise Jira Server with Jira Service Desk.

Recently our licence expired and we are unable to prolong it.

So we are exploring possibility to migrate everything to Cloud.

Our test migration was successful, but all our clients have status "Email not verified", so when we replay to issues reported by those customers, they don't receive any e-mails containing our replies.

Is there any way to make all those e-mails marked as "verified" ?

We have written agreements with these customers, so we are allowed to use their e-mail addresses. This is how we did it for years now. Our on-premise Servce Desk portal was not publicly available. Customers wrote to our support e-mail address, Service Desk issue was created, our staff responded by commenting on these issues, and customer received response via e-mail. They are not accustomed to dealing with Jira web portal.

It would be acceptable if customer e-mail address was automatically verified, when they create new issue.

Regards,

Marcin Tworek


Answers:
author: Patricia Francezi
body: Hello,

Try to get more info using this kb <https://support.atlassian.com/jira-service-management-cloud/docs/view-customer-notification-logs-for-your-service-project/>

Check what was the reason if any.

Some email providers reject "cloud emails" unless you configure to have a secure and verified connection.

There also configurations about customer permissions that you may check depending on your scenario

<https://support.atlassian.com/jira-service-management-cloud/docs/change-project-customer-permissions/>

<br />

Answer back if you need more info.

I hope this helps.

comments: author: Marcin Tworek
body: Hi,

The problem is not that these e-mails are blocked.

Our comments to our customers are not send because all customers e-mails migrated to cloud have status "Unverified email".

![jira_customers.png](https://community.atlassian.com/t5/image/serverpage/image-id/315164i7C766FEFF98B376E/image-dimensions/652x272?v=v2 "jira_customers.png")

If we click "Resend Invite", and customer clicks on confirmation url in Invite e-mail, then after that, everything works correctly.

We want to avoid sending hundreds of invitations to our existing customers.

First of all, i don't know if there is a way to bulk send hundreds of invitations to all of our existing customers.

Second, many clients will ignore these invitations, and later, when they will report new issue to our Service Desk, their e-mails will still be "unverified", and they will still not receive our responses.

In our old on-premise Jira Service Desk, there was no e-mail verification.

When our administrator added customer to Service Desk, there was no action required on customer part.

We would like to recreate this behavior in cloud if possible.

Regards,

Marcin Tworek


author: Thijs Walstra
body: Is there a solution to this problem? We have the same issue.


author: Dawid
body: Are you using the trial version or did you enter a credit card and already have the paid version?


author: Thijs Walstra
body: We are currently on the free plan for Jira Service Management.

People send us a ticket for help and forget to verify their email address and therefore do not receive comments from us on their ticket.


author: Marcin Tworek
body: We figured out (with help from Atlassian support) that this is a "feature" of trial-free version. Once credit card is connected, all emails became "verified".


author: Thijs Walstra
body: Thanks Marcin.


Tags: cloud

jira-service-management

jira-service-management-cloud