Adding email conversation to a ticket opened via portal

Hello @Sebastian Somi 

You making Statements. Whats exactly Question ?

Also, Portal-created requests absolutely accept email comments when sent to the project’s JSM email channel with the issue key in the subject. The main blocker is sender access; the emailer must be authorized on the ticket (like the reporter or a participant).

If comments are missing, check your JSM email processing logs to verify permissions and subject formatting.

Best,

Arek🤠

Hiv @Sebastian Somi 

The answer on the linked community post you shared is still valid.

"Such a concept would have to be done outside of JSM. You would have to use a different incoming email handler and then forward any emails that were post processed to JSM. You might consider using an ad on email handler such as JETI or JEMH."

This still applies, you need a 3rd part integration for this.

Hi @Sebastian Somi

The answer depends on which scenario you're hitting. Native JSM threads replies onto portal-created tickets regardless of origin, what matters is sender permission (reporter/participant) plus either the subject containing the issue key, or the email headers matching mail Jira already processed. That's why a plain "Reply" threads correctly even with no key in the subject.

Where it breaks: attaching a pre-existing conversation, mail from an unauthorized sender, or a brand-new email that was never a reply - there's no header chain to match, so native JSM can't place it.

Which case are you in? Replies not threading, or nothing to reply to at all? For the second case, a dedicated mail handler like Email This Issue (JETI) can still resolve the right issue without relying on headers at all by looking it up via a JQL filter.

Hope this helps,
Zalán

(Disclosure: I work on JETI, which handles this natively, but the above applies regardless of tool.)