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Customer email responses not linking to ticket as a comment

unknown

Hi,

I have a few customers who responses are not then showing in the ticket when they reply by email to the email notification when a ticket is updated by an agent (they can either reply directly to the email, or log onto their portal and reply. This is happening when they reply by email)

Does anyone have any ideas why this might happen for only some customers?

Kind regards,

Carl

Accepted answers

All comments

Mandy Parker

Hi Carl, did you review the email log to see if they're being filtered our by Jira?

You can review this log by going to Jira Settings -> Application Settings -> Email Requests

That should give you some insight as to what the culprit might be!

unknown

Hi Mandy,

Thanks for your response.

All i can see in "Jira Settings -> Application Settings -> Email Requests" is that "Dont Strip Quotes" is selected, and also "Enable HTML email parsing" is enabled. Is this correct? i dont see a log.

I have had another customer today chase a response to his ticket, he replied to hours ago via replying to the email notification, but again it has not linked to ticket.

I should also add that the initial issue/ticket is always raised in their portal as i have "email requests" switched off, but that should only mean a ticket cannot be raised via email, the reply's to the update notification emails should still come through. (they are for some customers).

If you have any other ideas they would be greatly received.

Kind regards,

Carl

Mandy Parker

@[deleted], I'm including a screenshot of where you find the log on that page. Perhaps it may be hidden from your access level? Are you a site administrator?

unknown

Hi Mandy,

Please see below screenshot. I see the area where you see logs, but just get the message that no email request are set up.

But that is sort of correct as i do not want customers to be able to raise tickets via email. I just want them to be able to respond to an existing ticket update notification email and it be linked to the ticket as a comment.