I’m new to Helpspot and not sure why any external comments aren’t emailing users? At this point users only can see messages in the customer portal. Any thoughts?
check your email settings. Looks like there is something wrong with your outgoing email config.
Use the Outbound Email Test Button in Admin\Settings\Email Integration for verification.
If you use some kind of mail gateway also check if relaying for the hotspot is allowed.
Btw, external comments are for communcation with 3rd party or other external partners. Use “Public” for answers that are intended to be sent to the ticket creater/customer.