Customer Email Responses Not Added To Issue Record

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.

2 answers

To Note - We are using the Cloud / hosted instance of Jira / Jira Service Desk.

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.

Suggest an answer

Log in or Sign up to answer
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Bridget Sauer
Published Mar 09, 2018 in Jira Service Desk

E.L. Fridge's take on education, Jira Service Desk, and creative Jira use cases

...word of mouth, so by 2016, we were working with several other entities on campus to implement Jira Service Desk . The Atlassian motto of “for every team” has really come true for us in this case. We...

1,039 views 2 14
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you