Jira Service Desk does not send comments when custom email is used

[Daniel Kaluza]

We are using Jira Service Desk Cloud and would like to use a custom email address that customers can email to make a request. Customers are able to create requests through our custom email, but the problem we are having is that JSD will not send a notification email of the comments an agent sends to the customer. JSD will, however, send an email to the customer that "[Agent] changed the status to Waiting for customer". Customers then have to go to the portal to review the comments. 

If we use the Atlassian provided email, everything works fine (customers can create requests by email and agent's responses are sent back via email).

Under Jira > System > Outgoing Mail I only have the option to enable or disable outgoing mail. I am the administrator.

Do I need to Subscribe to Atlassian Access to get the process working? Or am I missing something else with the setup?

Thank you,

[Jack Brickey]

For JSD you need to use the email handler made specifically for JSD projects.

project > Project Settings > Email requests

in that screen you should see where you can add a custom email. If this is not what you are asking for please let me know.

[Daniel Kaluza]

Hi Jack,

I have already added my custom email to "Email requests". I am able to receive requests with my custom email.

The problem I am having is that if an agent makes a comment to a request that is made with the custom email, JSD will not send an email to the customer with the comment.

[Jack Brickey]

ah, got it. sorry for missing that. So does the customer get an email notification that their issue was created? If so that would indicate the outgoing email is working and that the issue is likely w/ the customer notifications in the project.