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Emails not showing up on the '' Activity " portion of an issue that has been created

Good day everyone. 

I have the following issue: 

I have setup a new project which uses a specific email address to allow our clients to log issues with our support team. 

We are currently testing the logging process and have come across an issue where an issue is created perfectly using the email address. Back and forth emails are added as comments in the comments field however emails are not being captured under the ''email'' section under ''activity "

On our previous on-prem version , any emails that came through were captured as a comment as well as an email however this is not happening with the cloud version. 

Is there a setting that needs to be changed for this perhaps ?

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