Jira Service Management: not receiving emails from customers

Question

Customers fill in a form on JSA. I then reply through JSA (using "Reply to customer") based on what they enter on the form. The customer receives an email with what I write. All fine.

However, if the customer replies to that email it goes into a black hole, and I don't receive it in my email inbox nor on the ticket itself. The emails to customers come from jira@[account].atlassian.net and that's what they reply to.

Unfortunately neither the processing nor connectivity logs 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"

How do I receive my customer email replies?

I'm on the free tier and happy to consider upgrading if it will help.

Matthew_m0brdv · Answer

I've done this as well:

"Additionally what can help is allowing all e-mails that contain a valid issue key to be added as a comment to the issue.

You can do that at: https://your-site.atlassian.net/jira/settings/products/jira-service-management-configuration and allow it under the "Email" block."

Matthew_m0brdv · Answer

Under channel and self-service --> email I get an error:

We couldn’t find any request types suitable for email

To receive email requests, request types must include both a Summary and Description field. They also can’t include any other required fields, or be restricted. Update request types.I'm struggling to see where I can include these fields

Matthew_m0brdv · Answer

Thanks. Under "Edit or create a request type and ensure it's available via email.", how can I ensure it is available by email? There are no request type groups found

EDIT: I've just made a request type group called "Email". Not done anything to it, simply created a group and named it, and then selected it in the request type group dropdown.