The ticket email the customer receives once an agent has responded is from a different email address than the service desk uses, so when the customer responds the email goes nowhere.
Hi @Keith Schlotzhauer
That is correct, because the customer should be replying to the comment via the Customer Portal (website), not the email notification. It is an email notification with a link to the Portal.
-Mike
The customer raises the request through email.
They can reply initially when the email is correct, but when the agent responds the email address the customer gets changes to just jira@<companyname>.atlassian.net as opposed to the support email of: support@<companyname>.atlassian.net
I should mention that it is only the 2nd time the agent responds that it changes the reply to email to jira@<companyname>.atlassian.net
This problem of yours looks very similar to another issue I replied to: https://community.atlassian.com/t5/Jira-Service-Desk-questions/ticket-replies-come-with-the-wrong-email-sender/qaq-p/1278718?utm_source=atlcomm&utm_medium=email&utm_campaign=immediate_general_reply&utm_content=topic
What mail client is used on the Customer side? Outlook Client, Gmail etc?
Have you tested this with Gmail (create a fake customer with a gmail account), send email to your support email address, get an agent to respond via the request in JSD, see if the Gmail customer is able to respond to the email notification and so on. Does the client make a difference?
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