Customer Comments/Replies getting deleted and not attached to Jira issue

[Kimberly Linn]

My company is new to Jira and we've run across an issue with Customer comments or replies not getting added to the open Jira issue.  Messages are being deleted and the comment or reply never attaches to the issue like it should be.  Has anyone else seen this before and or can you provide a fix for how to get these comments/replies to attach to the issue and not get deleted?  

[Joseph Chung Yin]

@Kimberly Linn 

Welcome to the community.  I am assuming that you are referring when customers reply/comment against his/her issues via emails.  If so, please take a look at the following KBs

• https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-email-address/
• https://confluence.atlassian.com/jirakb/set-up-jsm-mail-handler-to-only-allow-comment-on-existing-issues-but-prevent-creating-new-issues-from-emails-1115652434.html

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.