JIRA Service Desk and emails

[Adnan Slomic]

Hi,

We currently have JSD version 3.2.6 running locally on our server.

It is integrated with our Google Mail.

Notifications are sent to the users via email as expected.

The only problem is when users reply to those emails, those replies are not showing in the tickets. 

Is it possible to configure JSD to accept those emails and add them as comments?

Or they have to go to the JSD portal and put their comments there?

Thanks a lot.

Best regards,

Adnan 

[Steven de Groot · Accepted solution]

Hi Adnan, you would have to configure the mailbox as an incoming mail handler.

See:
https://confluence.atlassian.com/servicedeskcloud/receiving-requests-by-email-747602718.html

Once the Incoming mail handler has been defined in Jira Servicedesk. Your JIRA instance will update the header of JSD notifications to include the Incoming Mailhandler in the "Reply-to" header.

-Steven

[Adnan Slomic]

Thank you Steven.

I will have a look at it later this month.

Best regards,

Adnan