When customers respond back to messages its not getting registered in the Ticket Queue

[Paige Lorenz]

Hello!

So, we have no issue receiving emails from users.

However, I noticed that when users respond back to us via our support email the messages don't tend to register in the Jira ticket queue.

But if I respond back and CC our support email, then my message gets registered within the queue. 

How would I go about fixing this?

Many Thanks,

Paige

[Angélica Luz]

Hello @Paige Lorenz,

Thank you for reaching out to Atlassian Community!

Just to make sure that we are on the same page, I would like to confirm if when you say “Registered in the ticket queue” it means new tickets or comments added to existing tickets? 

Do the users have a Jira Software license and access to the project?

Please, talk to your Jira administrator and check if they followed the steps of this documentation:

• Create issues and comments from email

If the tickets must be created from new users, they need to check this:

Receive emails from new users

To allow Jira to handle email messages sent from people without a Jira user account:

1. Create an anonymous or dummy mail account on your mail server.
2. Create an equivalent anonymous or dummy Jira user account, whose email address matches the mail account you just created.
3. When configuring your mail handler options, set the Default Reporter to be the anonymous or dummy Jira user account.

Kind regards,
Angélica

[Paige Lorenz]

Thanks so much for getting back to me Angélica :) 

Just to make sure that we are on the same page, I would like to confirm if when you say “Registered in the ticket queue” it means new tickets or comments added to existing tickets? 

New comments from customers are not added to the original ticket they sent it. Sometimes I notice the message they reply back with does get attached to the original ticket. But not all the time and this causes confusion for my team. We want it so that when a customer replies back, their new comment gets attached to the same ticket.

Do the users have a Jira Software license and access to the project?

I am not certain if our customers have a Jira software license but they do have access to the project when they are the reporter. 

I will take a look at your provided documentation and see if I can troubleshoot on my end.

Many Thanks,

Paige