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How external customer can reply to ticket ?

Dear all,

We have a special use case to cover which is as below :

  • We have external customers who create ticket in Jira through an incoming Email
  • Those customer does not have access to customer portal
  • Those customer does not have any atlassian account in jira

Base on that the scenario is manage by using an External email plugin which offer more parsing advance option and email handling feature

At customer side

  1. The customer send an email to
  2. The ticket is create in JSM as a Service Request type
  3. The reporter field is filled up with the FROM email info

At Agent side 

  1. Agent comment the ticket
  2. Customer receive a notification email

Question 1:
How the customer can add a comment to the ticket, can he simply reply to the notification email he receive ?

Question 2:
How to configure the notification email which is send in order that the Subject contains the ticket ID and customer can reply to the notification in order the the answer gets added to ticket comment ?

thanks for clarification

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