Customer email responses not linking to ticket as a comment

[Kitchen CUT Support Desk]

Hi,

I have a few customers who responses are not then showing in the ticket when they reply by email to the email notification when a ticket is updated by an agent (they can either reply directly to the email, or log onto their portal and reply. This is happening when they reply by email)

Does anyone have any ideas why this might happen for only some customers?

Kind regards,

Carl

[Mandy Parker]

Hi Carl, did you review the email log to see if they're being filtered our by Jira? 

You can review this log by going to Jira Settings -> Application Settings -> Email Requests 

That should give you some insight as to what the culprit might be!

[Kitchen CUT Support Desk]

Hi Mandy,

Thanks for your response.

All i can see in "Jira Settings -> Application Settings -> Email Requests" is that "Dont Strip Quotes" is selected, and also "Enable HTML email parsing" is enabled. Is this correct? i dont see a log.

I have had another customer today chase a response to his ticket, he replied to hours ago via replying to the email notification, but again it has not linked to ticket.

I should also add that the initial issue/ticket is always raised in their portal as i have "email requests" switched off, but that should only mean a ticket cannot be raised via email, the reply's to the update notification emails should still come through. (they are for some customers).

If you have any other ideas they would be greatly received.

Kind regards,

Carl

[Mandy Parker]

@Kitchen CUT Support Desk, I'm including a screenshot of where you find the log on that page.  Perhaps it may be hidden from your access level?  Are you a site administrator?

[Kitchen CUT Support Desk]

Hi Mandy, 

Please see below screenshot. I see the area where you see logs, but just get the message that no email request are set up.

But that is sort of correct as i do not want customers to be able to raise tickets via email. I just want them to be able to respond to an existing ticket update notification email and it be linked to the ticket as a comment.

Any further ideas gratefully received.

Kind regards,

Carl

[Kitchen CUT Support Desk]

[Mandy Parker]

Have you checked to make sure their domains are whitelisted? 

You can do this under Jira Settings -> System -> Incoming Mail

The text box for whitelisting domains is at the bottom.  

[Kitchen CUT Support Desk]

Hi Mandy,

Thanks.The whitelisting seem snot to have resolved.

Could it be to do with the email handler set up? below is screesnhot of how its set up:

[Kitchen CUT Support Desk]

[Mandy Parker]

@Kitchen CUT Support Desk I'm honestly not sure if it's the email handler set up.  There's nothing popping out to me in there that looks like it would cause some responses to not show.   Are the users in question already in your customer list?  Perhaps the New Feature handler set up, which has create users turned off, is the culprit?  But that would only be the case if the people responding weren't already in your customer list.

Have you opened a support ticket for this?  It's likely something that an Atlassian support representative might be better equipped to sort out... 

[Kitchen CUT Support Desk]

Hi Mandy,

I have just opened a support ticket.

Thank you so much for your help and assistance- much appreicated.

Kind regards,

Carl