We are new to JIRA Service Desk. We have opted for all issues to be be created via the portal and have turned off the option to submit via email. When we ask follow up questions of our customers via public comments that are emailed to them, their responses (Reply) to those emails to not append to the comment log in the issue record. I'm having a difficult time determining the settings that may or may not need to change to allow this.
Determined that you need to have the email option turned on to allow responses to comments sent via email to be logged against the issue record. Would be nice if Jira Service Desk allowed for prohibiting new issues via email but alow responses via email after the issue is established. From a support standpoint, we want some additional information collected when submitting issues and this can be controlled when filling out a form versus allowing a wide open email message. Our external user base is small and controlled.
...be more productive while being fun to use at the same time. For some, getting started can be a bit intimidating. This is especially true if Jira Service Desk is your first exposure to Atlassian...
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