JSD: Comment is internal when my customer respond by email


On JIRA service desk, when my customer respond by email on an issue, my Service Desk on agent side show the comment as internal. So my customer doesn't see his own response in the customer portal.

If the customer respond by the customer portal, there is no problem.

Why this comment is internal? I thought that only agents and collaborators were able to post internal comments. How to correct this?

4 answers

Am I the only one experiencing this issue or is it a bug?

Is your customer an internal customer? If so, are they also a JIRA User?

Hi Ed!

No, they are not JIRA user and appears only in my "customers" list.

Hi, Simon
Sometimes i meet the same behavior.
Please check that you're receiving mails via JIRA SD Mail handler, not by JIRA Standard Mail Handler or third-party add-onn. 

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Feb 13, 2019 in Jira Service Desk

What's new in Jira Service Desk Server: Introducing 4.0 & more - Feb 2019

Hello Atlassian Community!  I'm Teresa, the Product Marketing Manager   for Jira Service Desk Server at Atlassian. I'm excited to announce two exciting releases for Jira Service De...

362 views 1 1
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