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Email Response to Jira Service Desk does not always add comment

Loan Hy
I'm New Here
I'm New Here
Those new to the Atlassian Community have posted less than three times. Give them a warm welcome!
Apr 09, 2023

When a customer of a JIRA Service Desk sends an email to reply to a comment, it does not always add a comment to the ticket. It works in most cases but occasionally we will get one that goes missing. Almost once a week occurrence. Any recommendation on what to check and how to resolve?

1 answer

1 vote
Rilwan Ahmed
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Apr 09, 2023

Hi @Loan Hy ,

Welcome to the community !!

Atlassian doesn't recommend using a Jira mail handler for service desk projects. Make sure you have setup email channel as mentioned in

You can check atlassian-jira.log and atlassian-jira-incoming-mail.log for any errors in it. 

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