Reply to email not received

Question

I added an email address to my service desk and submitted a ticket via email. I received an acknowledgment email  "Just confirming that we got your request. We're on it."

When I added a comment to the ticket I didn't get an email to myemail@mydomain.com but I noticed it went to the mailbox of the email account I setup to use on the service desk. e..g techsupport@mydomain.com the reply was in that mailbox.

What setting to I need to check so the "reply to customer" updates go to the person that created the case and not the mailbox associated to route the email.

Thanks

Reese_izws93 · Answer

I'm facing this issue too - my contact form sends an email to Jira JSM mailbox, but the ticket doesn't have the proper reporting (reply-to) for the sender.

cHurley · Answer

We verified all of the settings you suggested and mail flow is working successfully today, we had a test user open a case, verified responses, closed the test case with the user receiving all notifications.

Thank you for sharing your knowledge!!