Customers emails not reaching my inbox

Question

Customers receive an email when I respond to their ticket, which includes a copy of my response.

However, when they then reply by email, I am not receiving their response.

The emails are being sent to jira@[account].atlassian.net.

This is causing obvious issues - what can I do to fix this?

Matthew_m0brdv · Answer

Unfortunately neither the processing nor connectivity log are available. I go to project settings --> email requests and there is nothing there beyond an error:

"We couldn’t find any request types suitable for email"

Matthew_m0brdv · Answer

A recent example does not - the customer forwarded me their email sent a few days ago and it's not on the ticket nor as an email in my inbox.

said kouzibry · Answer

Do the replies show up in the tickets as comments ? If so, take a look at your project's notification scheme.

https://support.atlassian.com/jira-cloud-administration/docs/configure-notification-schemes/