can we allow customers to reply to a JSD notification and turn that reply to a public comment? If it is possible, how?
We do not have Email Channel enabled and we do not plan to enable it.
Please correct me where I am mistaken. When a notification is sent (Cloud) it is from the singular outbound email address (email@example.com). It is not the address that is defined under JSM project settings > email requests, e.g. firstname.lastname@example.org or a custom email. If a customer opens an issue via the portal and then receives a create notification and they reply to that email then indeed the reply will be a comment in the associated ticket. They replied to the email@example.com email and it is properly processed. My point is the incoming email handler is there by default to process replies to notifications. The JSM email channel is a separate email used for the creation of ticket specific to that project.
@Jack, I had never tried this before. It looks like in Cloud they have a default incoming mail handler which is responsible for what you are describing.
I tested this in Server as well, and it appears to work, albeit, a little inconsistently from my tests. As long as you have an incoming mail handler set up (which is not done by default), it could work.
The only caveat with that is I thought it wasn't best practice to set up incoming mail on the same server as outgoing mail due to the possibility of mail loops?
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