add email answers as comment.

[Thais Stephanie Aparecida Andrade Santos]

Evertime a client answers my email the respond won't' appear as a jira coment, but when I or someone in the team does it, it works.

I tried to change the incomming email settings, but it still not working. 

The thing is, it was working perfecly 'till last wednesday. 

Does anyone know how to fix it? 

[Matteo Vecchiato]

Hi @Thais Stephanie Aparecida Andrade Santos

Welcome to Atlassian community.

I suggest to check the user permissions and/or if thos users are inserted as customers adde in the project; comments are inserted only if the sender's are recognised as users/customers in the project.

Kind regards 

[Thais Stephanie Aparecida Andrade Santos]

Hi, thanks for answering. They're not in my Jira groups or users because that's a outsider client and thats a lot of them, with makes impossible for me to track every single one.

Is that any other way? 

[Matteo Vecchiato]

Hi @Thais Stephanie Aparecida Andrade Santos ,

In the Jira admin settings -> Products -->

Menu Jira Service management -> Email requests, at the bottom appears the email channel list and from there you can access to "View logs".

There you can search by email and try to understand what happening.

Regards