Answer of client for email

[john jairo jimenez rey]

Good Afternoon;

well, when a client receive notification for email and answered for this same email, before in the issue report at the history have a comment but in this moment when the client answer not more comment in the issue. Is probably the answer have a mistake.

Regards.

[Jack Brickey]

Hi John, I believe you may be saying the following?

Previously when a customer responded to an email notification from JSD their reply would appear as a comment in the issue. Recently, this does not appear to work properly as the comment is not added.

Do I have it correct or have I misstated? Assuming I have interpreted correctly I would ask how you have come to this conclusion. Have you seen an email from the customer somewhere that was not properly processed?

[john jairo jimenez rey]

Yes is correct your conclusion Jack, that because some customers say they answer by email but us service desk never receive notification in the issue. Later of this, I request an email of this notification for see this problem and is correct the customer answer was send but in out project we don't see answer this customer.

[Jack Brickey]

can you go to Project settings > email requests and View logs? Inspect for any errors.

[john jairo jimenez rey]

yes Jack, but is in other part de settings, Notifications customers 

this template, is where customer answer and We aren't notification in our project, You Know what happen with this answer in that place in settings inspect errors. Thank you! for you help. 

[Jack Brickey]

The Customer Notifications area is specific to outgoing email notifications not incoming emails. I understand your issue to be related to where customers are replying to emails. The logs for these replies will be under the configured email under Email requests.