You're on your way to the next level! Join the Kudos program to earn points and save your progress.
Level 1: Seed
25 / 150 points
1 badge earned
Challenges come and go, but your rewards stay with you. Do more to earn more!
What goes around comes around! Share the love by gifting kudos to your peers.
Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!
Join now to unlock these features and more
we are using Jira Service Management so that customers email us and tickets get created. We do not use the portal. Sometimes we create the ticket and are the ones who send a message first.
Which settings are incorrect as this happens?
I add a customer via Customers > Add customers function, meaning, I add their email to the list of customers.
I then create a ticket, add this new person as the reporter and send them a message using Reply to customer.
When the customer replies, their reply does not end up in Jira as a comment in the issue.
Customer notification are based on Request Types that must be associated so the customer will receive emails and also be able to check the request under the portal.
Without this, when customer sends an email without any issue key associated, this will cause a new ticket being opened.
Heya @Johanna Vehkanen ,
From what I understand, your customers are already added to the portal so it doesn't seem to be a user account issue. I'd suggest reviewing the project permissions for adding a comment to see if the "Service desk customer - Portal Access" has been associated to that permission!
I hope this helps and let me know if not!