Email This Issue Plugin - How does a reply to the email link to the ticket?

[Kevin Taylor]

Using the email plugin I send to an external email address. This works fine and I can see the event created and the email itself. This is sent from a mailbox which you don't appear to be able to respond to. Can anyone share with me how I then link the response from the external email back to the original jira ticket raised in the service desk?

[Kevin Taylor]

As an update I have had some mild success. If I change the email address from jira@nwmworld.atlassian.net to the one defined in my project, I can reply to the email with some measured success

2 things from this:

1). I can't see how to make that "from" account permanent 

2). The only way I seem to be able to get the replies attached to the original is by including the external email address as a participant on the jira. I tried following this link https://community.atlassian.com/t5/Jira-Service-Desk-questions/Email-replies-create-new-support-ticket/qaq-p/1314511 but that seemed to make no difference for me - everytime I replied to the original issue it created a new one and not attach the comments