Customer replies are not added to tickets

[Jovita Moguleviciute]

I'm having trouble understanding why we are not receiving customer replies under tickets. When we add a comment to a ticket, the email seems to go through, however, we do not receive replies from customers. I've reviewed the permissions, the notification scheme, the request type is "Emailed request" which is linked to an email channel. I've also checked the Processing log and didn't find anything.
Upon receiving a ticket I changed the reporter to the preferred one, could it be causing this?
Is there anything else I could check? 

[Kris Dewachter]

Hi @Jovita Moguleviciute ,

Is your email channel active ? Is the email address mentioned here the same as the email address that is used to sent out the emails ?

Did you check the logging of the email channel ?

What do you mean when you say you changed the reporter after ticket creation ? Why do you do that ?

Best regards,

Kris

[Jovita Moguleviciute]

Hi, @Kris Dewachter ,

It is an active email channel. I did check the email logs and did not identify any new comments (replies made by customers are considered comments in the log as far as I understand).
The reporter was changed because a team member forwarded an email with an issue that a customer had to Jira, therefore, the team member was the reporter. To respond to the customer via the ticket, the customer's email address was added instead.

[Kris Dewachter]

Hi @Jovita Moguleviciute ,

If you don't find the email in the logs, then i presume the reply did not reach the mailbox. Can you double check somehow to which email address the reply was sent.

If an email was received, but could not be connected to an existing ticket, i presume a new ticket would be created, or a FAILED error message would be visible in the logs.

Best regards,

Kris

[Jovita Moguleviciute]

I'll try to look into the email address. Just to confirm - the change of the reporter should not affect the communication, is that right?

[Kris Dewachter]

To be honest .... I don't know if the change of email address has an effect on the import process. If so, I would expect a message in de logs