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For all internal events (such as a submission of a new request, a new comment, and so on) you need to correctly configure the email notification scheme of Atlassian JIRA. It allows you to configure email notifications about the key events. Such notifications will be sent to support agents of your company. Your customers will not receive any notifications from your JIRA.

Customer Case mailboxes

By default, all the notifications from Customer Case are sent from the default address