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Email replies not adding as comments

I'm currently trialling the Cloud version of Service Desk and I'm having issues with some emails received that is not adding as comment into the ticket. I would like to know if it's a configuration issue or what would be the incovenience so tah all the emails aren't added  in the comments?

Many Thanks!


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Kris Dewachter
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Mar 20, 2023

Hi @Nedda Caldas ,

Did you configure your own email address or are you using the default supplied email address that comes with the Service Management project?

Which email address is set as the 'Reply to' email address when you reply to an email?

Can you also check if the ticketnumber is in the email.

Best regards,


@Kris Dewachter  thanks for your answer. Yes i configured my own email and the " reply to". but the issue is that when I already have the ticket created, some emails (reply to the ticket and from the same person) are sometimes not added in the ticket comments. and i don't know why could this happen?


Many tanks!

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