Does the jira ticket support the other mail services?

[Parthasarathy]

When the end user send email from their gmail or mail, the ticket status in JIRA changes but the content is not seen via., JIRA. The same content is visible only via., email.

Similarly when we send comments via., JIRA to the End-user's email, the contents is not visble to the user. It appears as a blank message with no content. At times mail is not sent. We are not receiving any not delivered message as a notification.

[Parthasarathy]

We follow the below process at the time of project initiation 

1. We add the custom email address from JIRA (Add Customer)
2. We then choose the request type for the request into the service project queues
3. We then add request participants if any from JIRA after adding the customer's email address
4. We do not provide any permission/access to the customer for the JIRA individually. The customers reply from their mail service as an email response which then gets updated in the respective JIRA ticket 

[Daniel Ebers]

Have you tried switching back to old view? I remember a occurence the past days where this helped showing the mail content. Could you please confirm this works for your case or if it is different?

https://community.atlassian.com/t5/Jira-Software-questions/When-raising-request-via-email-how-can-I-get-the-email-body-in/qaq-p/1608369

For outgoing mail this looks to be a whole different thing. Did you make sure the mail is delivered to the customer - and there stuck in spam folder for example.
When you say it is received empty, is this just a formatting issue or is the mail really empty?

[Daniel Ebers]

Hi @Parthasarathy

welcome to the Atlassian Community!

Could you probably share also the configuration you have set?

Are you using the settings from this guide or the mail handler?
https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-email-address/

Regards,
Daniel

[Ajay _view26_]

@Parthasarathy Can you attach screen shots of the issue being faced?