Emailed reply not attaching to ticket

Question

Hi,

so I've been told I am not allowed to open tickets since we use the free version.

A user send a reply to the ticket notification email and I can see in the Exchange Admin Center that the email went out alright. But it never attached to the ticket and I can't find it in the Email logs in the project setting either.

What has happened here?

Andy Heinzer · Answer

Hi @Anja Bresemann

I created a support case on your behalf over in https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-1089536

Our JSM support team will likely want to gather more information about your environment to better understand the problem here.

Andy

Anja Bresemann · Answer

The domain is the same as our ticketing system is in. We have blocked any interactions with anyone outside of our domain.

Anja Bresemann · Answer

This is not the case since the user was previously able to comment on the ticket using the same email address. The reply went to her personal email which is connected to her Atlassian account and she replied from there with said email. I can see all of that in the Microsoft Admin Center's message trace.