Customer Email Responses Not Appearing on Tickets

[Casey King]

I have a Service Project where tickets are created in the portal. Agents leave comments for customers and the customer receives those emails. The customer's email replies to those comments are NOT appearing on the ticket. 

Why is this happening? 

I have email requests turned off in the Channel settings because I do not want tickets to be able to be created by email. 

[Michel Neeser · Accepted solution]

Hi @Casey King and welcome!

Do you see something in the email log? Normally, email replies are shown as an action called "new comment" in the email log. You can access the log here:

[Casey King]

I do not have email requests turned on so there are no email logs. Will turning on email requests solve my issue?

[Michel Neeser]

@Casey King

I assume you need to have email requests activated, because comments are handled by this feature as well. Maybe you can just try it out?

Also, you can check the following flag on your instance:

URL for this page: https://XYZ.atlassian.net/jira/settings/products/jira-service-management-configuration

[Casey King]

Thank you @Michel Neeser that helped! I enabled email requests and changed the Email JSM configuration. 

I will say its a bit odd to me that before changing the JSM Config, there were other projects that I was able to get emailed comments on from external users. BUT with the combination of those two changes I now have what I need. 

Thank you. 

[Michel Neeser]

@Casey King Glad this helped! Please consider accepting the answer, maybe it is helpful for others as well. Thank you!