How to add attachment reference in comment when adding attachments via email in Jira Service Desk?

Question

Hi,

I have a question regarding customers who create comments with attachments on existing tickets via email. The e-mail body itself is nicely recorded as comment. However, the attachments are added to the ticket but not added/joined to the newly created comment. And this means that the attachments they sent are not visible in the portal for them.

How can I configure service management in a way that customers who email comments can also see their own attachments?

Could you provide further assistance?

Hope to hear from you soon.

Kind regards,
Maurice

Angélica Luz · Answer

Hi Maurice,

Thank you for sharing. I'm glad that I was able to help!

If there is anything else we can do to help, please let us know.

Kind regards,
Angélica

unknown · Answer

Hi @Angélica Luz,

Thank you for your efforts in resolving the issue. Your counter questions triggered the solution. Our clients mixed up the e-mail address in their reply. So an e-mail with an attachment to jira@test.com only adds a comment, whereas an e-mail to ticket@test.com adds a comment and adds the corresponding attachment.

Thanks.

Kind regards,
Maurice

Angélica Luz · Answer

Thank you for testing and for the details, Maurice.

We tried to replicate the issue here and it only happened when an agent replied to the notification.

Also, the icons of the attachments on your screenshots are from Google docs and we tried to replicate it as well, but it didn’t work. Some of them show this icon, but it works normally on the portal:

Would it be possible to test by replying to the notification adding an image from the computer instead of adding a document from Google Drive?

What are the steps they are following to add those attachments? I understand it must be simple, but by adding files and images normally from Outlook and Gmail, the attachments were added here.

Are they replying to the customer notification or agent (system) notification?

I can see that you are a user of a Standard Jira site, so in case you need someone to maybe access the site to check what is happening, you can reach out to your site administrator and they can create a ticket with our support on support.atlassian.com/contact.