"reply to customer" sends a reply email to the customer original email

Question

I am sure it's been asked before, but I couldn't find a discreet answer.

When a customer sends an email to X email address, it will create a Jira ticket in X "spaces"/"projects". Once the ticket is completed, we reply to the customer, but the reply is not shown in the customer's Original email.(only in the designated portal)

Wanting to know how to setup a reply that will actually send the reply that we've added "Reply to customer" inside the ticket to actual customer original email aswell.

It does work the other way around; if a conversation is had in the original email, it does update in the Jira ticket.

Igor Medeiros - Modus Create · Answer

Hi @Rainer Kutt

Native "Reply to customer" posts the comment in the portal and sends a customer notification from a no-reply project address. Whether mail clients thread it back into the customer's original email depends on the client and on the reply-to address.

Worth checking Project Settings, then Channels & self service, then Email, so the reply-to matches the inbound address. For full control over reply-to per project and per template, our app Notification Assistant for Jira supports custom reply-to addresses and conditional triggers.

Feel free to reach out if you'd like to learn more.

Marc -Devoteam- · Answer

Hi @Rainer Kutt

Check the customer notifications are these enabled?

If mails are not ending up at the user, can this user check if any filters are active or mail is ending up in the spam folder.

Or it can be an issue on the mail server at the customers company blocking email from the domain.