Add mail response to the issue

Question

Hi,

I'm setting up my service desk portal and I have a problem. When a user creates an issue, an automatic email arrives with the number of the incident created.

I want that if the user answers that email, the response is added as a comment to the issue, but it is not added!

attached image of the permits

thank you very muc

Elifcan Cakmak · Answer

Hello,

I thought I answered this, sorry for the delay.

Your public email comments configuration is "Only allow customers and agents to comment via email".

Can you check if the person sending the mail is a customer? You can see it on your project's configuration page's Customers area. Maybe user is not a customer and that's why their reply is not added as a comment.

isaac · Answer

thanks, but I have it as you indicate and it does not work for me. what is happening?

Elifcan Cakmak · Answer

Hello,

As far as I know, you need to enable email requests on your service desk project.

https://confluence.atlassian.com/servicedeskcloud/receiving-requests-by-email-747602718.html

After that you can receive requests via email and new mails are added to the requests as comments.

Regards,