Customer replies are not added to tickets

Question

I'm having trouble understanding why we are not receiving customer replies under tickets. When we add a comment to a ticket, the email seems to go through, however, we do not receive replies from customers. I've reviewed the permissions, the notification scheme, the request type is "Emailed request" which is linked to an email channel. I've also checked the Processing log and didn't find anything.
Upon receiving a ticket I changed the reporter to the preferred one, could it be causing this?
Is there anything else I could check?

Kris Dewachter · Answer

To be honest .... I don't know if the change of email address has an effect on the import process. If so, I would expect a message in de logs

Jovita Moguleviciute · Answer

I'll try to look into the email address. Just to confirm - the change of the reporter should not affect the communication, is that right?

Kris Dewachter · Answer

Hi @Jovita Moguleviciute ,

If you don't find the email in the logs, then i presume the reply did not reach the mailbox. Can you double check somehow to which email address the reply was sent.

If an email was received, but could not be connected to an existing ticket, i presume a new ticket would be created, or a FAILED error message would be visible in the logs.

Best regards,

Kris