Office 365 Replies Not Reaching Jira Service Desk?
We're having a ton of trouble with JSD and Office 365 / OWA / Outlook. Many of our customer's responses are not reaching the Service Desk. This is killing us, and Microsoft has acknowledged there's an issue, but will not provide a timetable on resolving it. Surely we aren't the only Atlassian JSD customers using Office 365? Has anyone else encountered this issue? Or a workaround?
The Issue
We're having an issue with Outlook where when our users are replying to messages that have a Reply-to address listed in the header, Outlook is ignoring that Reply-to and sending the message directly to the From address instead. In the screenshot attached you can see where the first message came to our user From: jira@company.atlassian.net but the reply was sent To: itsupport@company.com. In the second reply of which a portion of the email header is included in the screenshot, the email came From: jira@company.atlassian.net with a Reply-to: itsupport@company.com (just like the first message) but the user's reply ignored the Reply-to and sent the reply back to the From address instead. This is causing an issue with the Service Desk software that multiple of our departments use and we are failing to receive end-user replies back on the tickets they are submitting to us.
