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If a customer replies to an issue via email, I want the reply to come in my email inbox too. How can I achieve this? Currently, it only appears as a comment on Jira. 

2 answers

0 votes

Hi @rupesh adhikari ,

notification email are sent using a standard address (not a personal one) so if a customer replies to a notification email it will be managed through a mail handler that create a comment in the related ticket.

If you are watcher and the notification scheme has been configured so that watchers receive notification for a comment you will be notify too.

Hope this helps,

Fabio

0 votes
Pramodh M Community Leader Aug 29, 2022

Hi @rupesh adhikari 

You should atleast have Standard Subscription to edit the Notification Scheme in Jira associated for the Project.

In Notification Scheme associated for the Project, add the role (Preferably Issue Roles such as Assignee) you are in and you will be able to get the notification when user comments on an issue

Here's the reference

https://support.atlassian.com/jira-cloud-administration/docs/configure-notification-schemes

Thanks,
Pramodh

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