My email responses not showing on Service desk

[dimitar_filipov]

Hello,

We've set up a next-gen service desk, where our agents can raise issues, which are made into tickets, via email. The problem is that not all of them can access Jira and so we must respond to them via the mail provider, which in our case is Gmail, and when doing so our responses (meaning the email, associated with the service desk) are not added as replies in the ticket created and we cannot review cases as fast as we would like. 

Can our mail handler or anything else be modified so that our responses are also shown in the tickets ?

[Patricia Francezi_iDev_]

@dimitar_filipov 

You can allow the domain from the alerts are comming from in your Next Gen Project Settings / Channel / Email Requests

- Picture bellow is from a classic project, but NG has the same option with the path informed above

Or configure Incoming Mail Handler from System Admin options

Full information is herre

https://confluence.atlassian.com/adminjiracloud/creating-issues-and-comments-from-email-779288896.html

The option related is Bulk, section Custom mail handler options

I recommend carefull reading of this doc before changing the mail handler configurations.