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Jira issue comment does not sync with email reply

Kamilia Binti Julaihi May 16, 2024

Hi,

 

A customer has raised an issue from the email address provided in the Channel (.atlassian.net). However, when an assignee places a comment on the issue via Jira Service Management (JSM), the customer does not receive a reply via email.

It's crucial for the customer to receive responses from assignees from JSM itself. How can we resolve this issue?

2 answers

0 votes
Bruna Silva
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
May 20, 2024

Hello @Kamilia Binti Julaihi,

Thank you for reaching out to Atlassian Community!

Allow me to share with you a document that has several causes and their respective resolutions for notification issues:

If you have any questions regarding this matter, please let me know.

Regards,
Bruna

0 votes
Zoey Wang
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 18, 2024

Hi @Kamilia Binti Julaihi 

In most cases, if the assignee as you mentioned is in the Agent role of the JSM project, the comment made by him or her should be able to appear in the ticket. That is one of the most typical use cases of JSM so I would suggest double-checking the configurations if still not resolved. 

For your reference 

https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-email-address/

Kamilia Binti Julaihi May 19, 2024

Hi @Zoey Wang

Thank you for your respond.

However, my concern is that when the agent responds or replies to the ticket on JSM, the reply does not carry over to the email thread. This is one of the vital features as many of our company's customers may not have permissions to access JSM directly and view the reply from there. 

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