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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. 

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