How to set up incoming mail in Jira Cloud using the default cloud mail server

[Chris]

Hey all,

I'm migrating over from sever to cloud and I'm having issues with the incoming mail. On server, we used our own mail server for incoming mail with IMAP and it worked fine. 
However, on cloud when I reply in my inbox as a customer, the email doesn't arrive.

This is the functionality I want:

- When a report receives and update on a ticket, than can reply directly from their email to speak with support, which adds a comment in the ticket.

- I don't want users to be able to create tickets via email, so I don't have the "email requests" section in the JSM project configured.

I have the incoming mail set up as follows;

Incoming mail server is using the auto created " Default Cloud Mail Server"

Incoming mail handler is set up as below

Mail Handler Add a comment from the non quoted email body

Default Cloud Mail Server

Bulk: ignore CC Assignee: true CC Watchers: false Create Users: false Notify Users: false Strip Quotes: true

Can you please advise me on what to check or if I have missed anything in the config?

Thank you!

Chris

[Chris · Accepted solution]

I think I resolved it, "reporter" wasn't added to the permissions for add comments. Which is weird as all customers who have access to the service desk portal can comment.