We are on JIRA Cloud and are using a 3rd party for our DBA services. The 3rd party use Zendesk for their ticketing system.
We have set up the 3rd parties ticketing email address as the customer address on our JIRA support project and they are added as a participant when the user logs a ticket with the relevant service type.
This is generating the email to them and the ticket is then set up on their side.
Our problem is that when they reply the email is being seen as an auto reply so it is being blocked.
There appears to be an option for whitelisting in the JIRA settings but this does not appear to be working. I have seen articles about JIRA classic but most say that their resolution is not supported on the cloud version. What would you suggest as at the moment the only options seem to be either giving the 3rd party agent access to update the tickets directly or building an email services in the middle.
