Emailed reply are not entering into the Tciket

[Star Support]

Once a customer has created a email type request & ticket is created then once the team member replies them on email itself it should be recorded in the ticket as well but is doesn't gets recorded i have checked the logs so it says "You do not have permission to create internal comments on this work item" even i have given permission to the particular user & the team too then also it is not recorded please suggest some solution on this

[John Funk]

Hi Star,

The user must be an Agent in order to create Internal comments. How did you give them permissions? 

[Star Support]

He is our service desk member & we have added him in that group too & given individual access too you can see the highlighted user

[John Funk]

It's not about the Comments Permission, it is about if the user is an Agent - not just a service desk member, but they have to a JSM Agent license.