JSD: Comment is internal when my customer respond by email

Hi!

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
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Published Jun 14, 2018 in Jira Service Desk

How the Telegram Integration for Jira helps Sergey's team take their support efficiency to the bank

...+ reading Fantasy). The same is true for him at the bank he works for: Efficiency is key when time literally equals money. Read on to learn how Sergey makes most of the time he has by...

794 views 5 7
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