Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

How can we turn customer replies into public omments?


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.

Thank you.

3 answers

1 accepted

0 votes
Answer accepted

Thank you all for your responses.


We had to set up the app Enterprise Email Handler (JEMH v3) to make it work.

And now it works great.

0 votes

I'm a little confused.. you want to consume emails without turning on the email channel?

Jack Brickey Community Leader Nov 12, 2020

i think rcy is referring to not leveraging the email channel for creation of tickets. However, the outbound notifications are independent and a customer can reply to the notification (above line) and it should be a comment in the ticket.

Like Rubèn C_ likes this

Jack, I believe you still need to set up a mail channel in the JSD project. I do not believe that you can just reply to a notification from Jira and it'll automatically know how to append that as a comment on the ticket.

Dirk Ronsmans Community Leader Nov 12, 2020

Indeed, I believe you need to at least set up a mail handler to convert incoming emails in to either a new issue OR a comment to the issue.

Jack Brickey Community Leader Nov 12, 2020

Please correct me where I am mistaken. When a notification is sent (Cloud) it is from the singular outbound email address ( It is not the address that is defined under JSM project settings > email requests, e.g. 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 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 Brickey, 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?




Like Rubèn C_ likes this
0 votes
Jack Brickey Community Leader Nov 12, 2020

In cloud any reply via email will be a public comment. odd that you are not seeing this in server. 

Hi, we are on Server. The replies do not bounce back but neither are added as comments. My best guess is because we need to have Email Channel on but I wanted to know if there is a way around that.

Dirk Ronsmans Community Leader Nov 12, 2020

Well as Jack said the Email Channel should not need to be enabled.

What do you have set up under the Global Settings as Email Handlers?

Hi @Jack Brickey ,

Our JSD on cloud suddenly stopped creating comments when customers reply to service desk notifications for no obvious reason.

Are you aware of any recent feature or plan changes that might cause this?

Many thanks,


Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Management

JSM Jira Automation: How to Send SLA Breached Notifications

Hi Everyone, In   this tutorial,  we will show you how you can monitor an SLA, and send notifications before or after the SLA has been breached.   SLA Threshold Trigger The SLA t...

758 views 5 13
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you