Jira issue comment does not sync with email reply

Question

Hi,

A customer has raised an issue from the email address provided in the Channel (.atlassian.net). However, when an assignee places a comment on the issue via Jira Service Management (JSM), the customer does not receive a reply via email.

It's crucial for the customer to receive responses from assignees from JSM itself. How can we resolve this issue?

Bruna Silva · Answer

Hello @Kamilia Binti Julaihi,

Thank you for reaching out to Atlassian Community!

Allow me to share with you a document that has several causes and their respective resolutions for notification issues:

* How to troubleshoot customer notifications in Jira Service Management Cloud

If you have any questions regarding this matter, please let me know.

Regards,
Bruna

Kamilia Binti Julaihi · Answer

Hi @Zoey Wang

Thank you for your respond.

However, my concern is that when the agent responds or replies to the ticket on JSM, the reply does not carry over to the email thread. This is one of the vital features as many of our company's customers may not have permissions to access JSM directly and view the reply from there.

Zoey Wang · Answer

Hi @Kamilia Binti Julaihi

In most cases, if the assignee as you mentioned is in the Agent role of the JSM project, the comment made by him or her should be able to appear in the ticket. That is one of the most typical use cases of JSM so I would suggest double-checking the configurations if still not resolved.

For your reference

https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-email-address/