JSD: Comment is internal when my customer respond by email

Simon G_ August 18, 2015

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

0 votes
Borlas Team October 26, 2015

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. 

0 votes
Simon G_ August 27, 2015

Hi Ed!

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

0 votes
Ed Martinez August 27, 2015

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

0 votes
Simon G_ August 21, 2015

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

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