Adding comment to Jira ticket does NOT update original email thread

Question

I configured service desk to receive request via email.

I have a Google group (group@mydomain.com) that users sends requests to.  I have a service account (specific-user@mydomain.com) who is a member of the Google group.  That same account is the account configured in Jira to be the service desk email address.

When a user or service agent updates the ticket in Jira with a comment, it does NOT update the original email thread with that corresponding comment.

Is there a configuration setting that I'm missing to enable the 2 way sync between original email thread <-> jira ticket updates?

When users respond to the email thread, Service Desk automatically updates the corresponding ticket that was created, but when users or agents update the Jira ticket directly, the original email thread does NOT get updated.

Please advise.

Thanks

Jason

Jason Chin_6nsq5d · Answer

Original email is the email thread/google group that the user sent the original request to.

So when the user/agent comments on the ticket, that same comment should appear as if it was an email reply and not an email notification.  The comment updates should look like a email conversation through that thread.

Jack Brickey · Answer

I’m confused. What do you mean by updating the original email? When an agent updates the issue within the app a new notification will be sent if configured to do so. However, that isn’t updating the original email. Each update will result in an independent email notification. I think maybe I am missing your question.