Customer replies to ticket emails not appearing in ticket

[tyamaguchi]

Hi - my issue sounds similar to https://community.atlassian.com/t5/Jira-Service-Management/Customer-replies-to-ticket-emails-not-appearing-in-ticket/qaq-p/1807735.

It occurs intermittently, not for all of our external Customers. Most recently, one of them replied to an existing ticket through the copy they received with  jira@myCompanyOrg.atlassian.net but it did not show up as external comment in it.

From: <my customer's email address... who also is the ticket Reporter>
Sent: Wednesday, October 26, 2022 10:18 AM.   <- Japan time
To: <the ticket assignee>
Cc: jira@myCompanyOrg.atlassian.net
Subject: RE: [the ticket number]

The same customer's reply was posted without any problem when they replied back in September for the same ticket. 

Please advise how we can prevent this.

[Joseph Chung Yin · Accepted solution]

@tyamaguchi -

Welcome to the community.  I believe the problem may lies in the TO: address.  Typically, the TO: address is your company's JSM address.

Can you clarify what do you mean by "an existing ticket through the copy they received"?  A copy of the original email?

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[tyamaguchi]

Hi Joseph - 

Right... jira@myCompanyOrg.atlassian.net should have been set to To, not CC. I suspect my customer manually swapped the two which caused the problem. 

>>"an existing ticket through the copy they received"

I meant, through the original email copy they received from jira@myCompanyOrg.atlassian.net. If they reply then the correct address should have been set under To, but most likely they moved it to CC without understanding the impact.

I am going to check with my team but we can deem this case as Resolved. Thanks!