Requestors are not able to see the update from the Helpdesk

[Iziel]

We have set up email ticket intake for ticket creation from xxxxx@xxxxglobal.com to xxxx@assembly-tech.atlassian.net.

Requesters can submit a ticket, but when the helpdesk replies to a requestor, the requesters are unable to see that response in their email.

What would be the best solution for this, considering we want to continue using our support email instead of the Atlassian email?

[Matteo Vecchiato]

Hi @Iziel ,

Welcome to Atlassian community and thank you for your question.

If I have understad correctly, I suggest to investigate the possibility to use a custom email in your project, in order to use directly the email account: xxxxx@xxxxglobal.com

You can find documentation for configuring an incoming custom email here: https://support.atlassian.com/jira-service-management-cloud/docs/connect-multiple-email-addresses-to-your-service-project/ 

There is the possibility the configure also a custom outgoing email account: https://support.atlassian.com/jira/kb/configure-outgoing-mail-in-jira-cloud/ 

I hope it helps

Kind regards