People replying to JSM email notifications leading to delays

[Ben Weisman]

Hello,

   Is there a way that users can reply to email notifications that they receive when their ticket is updated?

[Marcus Jones]

Hi @Ben Weisman ,

Have you checked the product configuration settings? If you navigate to Settings>Products>Configuration and make sure that under Email "Yes, allow all emails that contain a valid issue key to be added as a comment to the issue" is checked. If you already have this set correctly, you may want to consider the below items under that state "To ensure comments are enabled from everyone you must..."

~Hope this helps

[Fabian Lim]

Hi @Ben Weisman

Usually once the following events happen in a ticket and the customer notifications are enabled, they should get an email where they can reply back to it.  

Now the question is what you mean by an "update".  Not all updates (i.e. custom field change vs transition) in a ticket by the agent will send a customer notification.  

Fabian

[Ben Weisman]

Hi @Fabian Lim people are replying directly to the email and it's not getting added to the ticket as a comment.

[Fabian Lim]

You may be having this issue then: https://confluence.atlassian.com/jirakb/emails-are-not-processed-into-comments-or-new-requests-in-a-jira-service-management-project-1209869276.html