We have the email respond to ticket feature enabled on our Jira Helpdesk, but we've noticed that when someone responds via email to the ticket, Jira will strip out all the images and replace them with the URLs. The response also includes all of the previous responses to the ticket, which makes an emailed comment very long and messy.
Is there a setting that we have missed that can stop this happening?
Thank you for getting in touch with Atlassian Community!
There is an option to remove the email thread when someone replies to a comment via email.
Please, go to Jira settings > Products > Email requests.
On this page, you must change the option "Strip quotes":
Please, give it a try and let us know how it goes.
There are more three settings that may affect it: field renderer, HTML email parsing and Default outgoing email format.
Field renderer must be "Wiki style renderer":
Go to Project settings > Fields > > Search for "Comment" > Renderers > Wiki style renderer > Update.
HTML email parsing:
Jira settings > Products > Email requests > Enable HTML email parsing (must be enable).
Default outgoing email format:
Jira settings > System > Default user preferences > Default outgoing email format (must be HTML).
Please, check the settings above and let us know if it works.
Thank you for coming back again.
I've checked the Comment render and it's set to Wiki style renderer.
We've also got HTML email parsing already enabled.
The default outgoing email format is already set to HTML.
We have mimecast in place and all emails pass through that. We're looking into that as a possible reason. Do you have any experience of spam filtering software doing something like this with Jira?
Thanks for checking those settings.
I've talked to my teammates here and Mimecast may cause this, so if you could check this it would be great.
There is another setting that is restricted to each profile about the notification format.
Please, go to your personal settings on Jira and check if the "Email notifications format" is set to HTML as well.
Also, we would like to know what is your email client and if possible send us a screenshot of how the notification email looks like from your email client.
We added in an exception rule in mimecast for the jira email address, it seems to have worked for emails from an external domain (like gmail) but anything from us internally still has the issue.
I can confirm that my person settings are also set to HTML.
We use Microsoft 365.
Sure. Screenshot below
As it fixed for the external domains, can you please check the message format on outlook?
And related to the original messages also being added in the comment, even with the Strip Quotes enable on Jira, it can also be related to an outlook setting.
Thanks for sharing Amith, the support team will be able to check your instance and all the settings. I found a bug that may be related to the issue you are facing:
Let's wait for the support team to check the issue to confirm what is causing this and once it's resolved, feel free to share the resolution here to help other community members that may face the same issue.
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