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Suggestion
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Resolution: Unresolved
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339
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Currently, when an Atlassian system sends an email to a user (due to a Cloud site invitation, Jira or Confluence notifications, any changes that would be notified via email) there is the possibility that the email will be bounced. When this happens the email address is marked with a bounce and all further emails are blocked. This mechanism is made to prevent Atlassian mail services from being marked as spam by other mail services but currently it is not possible for site/org admins to know when this happens, nor to clear the bounce on Atlassian side and it is required to contact Atlassian Support for this.
The suggestions are:
- To provide a site/org level function where the admins can see all the managed users in their domain that have a bounce and be able to clear it themselves.
- Regardless of the implementation of the function from the previous point, send notifications to the admins when a user gets a bounce blocking their emails from Atlassian services.
Notes
More information on this topic, here: Jira Cloud email notification suppression list and why users don't receive email notification
There are now two self-serve features for removing a user's email address from the suppression list in certain cases:
- For new users (who have not yet logged in for the first time) clicking the Resend invite link will remove the email from the suppression list.
- If the user has a verified account (i.e. they have logged into your Jira instance before) and the suppressed email notifications are being generated by a Jira Software or Jira Work Management project, project admins now have the ability to remove the email address from the suppression list using the Project email audit
If the self-serve options are not available to you we recommend creating a Support Ticket with us. For a quick resolution, please include the affected user's email address in your message.
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[ID-7791] Allow receiving notifications for when a user has emails blocked.
c89c89c091e7 these sort of links never redirect to the ticket
https://getsupport.atlassian.com/browse/PCS-300760
"getsupport" is not working and I had said it many times to support
We recently had users blocked by this and it took us quite a while to figure out the root cause was Atlassian just needlessly blocking the user. Some kind of alerting or logging around this would make this experience much better.
Yes, Each suppressed User is still a paid licensed seat user and their receiving Issue update notifications (along with any others) is essential. How hard would it be to generate an email sent to Admins when a user is suppressed? (Including Issue Key & Summary.) Email notification is standard functionality, simple to implement, and would allow Administrators to be more proactive in preventing further occurrences. It would avoid having to build a process and UI to make a list / log of Suppressed Users available as has been requested, and, be a low level of effort to implement.
Step up and address this significant problem ASAP Atlassian!
More proof that
No one at Atlassian
Uses their own stuff.
I can't think of any situation in which this approach is not the least bad option, particularly given each of these users is consuming a paid licence.
I'm getting this issue periodically. This is so annoying to contact Atlassian support to unblock the user.
It's frustrating to see there's no assignee on this issue. This must be handled immediately.
This feature would be of extreme importance to us. We just had a user, new employee, to whom we sent an email invite for our Atlassian Cloud site yesterday. Up until today we had no idea that Atlassian system blocked his email address. And literally half of our IT support stuff was working on this issue instead focusing on other things.
Only after I created Atlassian support ticket and received a response 4 hours later we were aware what actually happened.
So this notification when email gets blocked in Atlassian system would be very useful feature to have
+1 for the original feature request, but I'd like to add the following:
Our user has been sent a verification email, which she never received.
In the dialogue where she was asked to enter the verification code, it was offered to resend the verification email. So she clicked that link and a popup appeared confirming that the mail has been sent.
If this popup would have said "Email not sent because user is on supression list, please contact Support" it would have saved a lot of peoples from spending their precious time on troubleshooting 
So please let the confirmation-popup-function check, whether the mail has really been sent.
We recently had some users in the suppression list and were unable to receive emails. Having access to the suppression list would have saved us hours of troubleshooting time. Admins being unable to monitor emails makes little sense, and more than likely wastes a large amount of time for engineers.
This feature would be an enormous help for my team.
It causes some harm and miscommunication when the email suppression list issue arises and cannot be quickly evaluated and resolved internally. Access to this feature would restore trust between our internal team and our customer.
I just found out that over 40 people in our org were on the suppression list without any indication of this, other than noticing one of them hadn't been receiving notification emails. No idea how long they've been there.
This feature is critical in my view.