Problem with email answers from customers

[2livSw]

When we reply to an email posted ticket, our customer can post another answer directly from that email.

The problem is that, sometimes, we can't see this answers on Jira. 

We setted as email to post tickets our personalized email.

We see that the answer email comes to the email server, Jira cancel that email as normal, but after we can't see anything on Jira portal.

Thank for every help.

[Angélica Luz]

Hello @2livSw,

Welcome to Atlassian Community!

In Jira Service Management, customers can add comments via email when they have permission on the ticket.

So, for example, if a customer forwards a notification to another customer that is not a participant or replies to the notification with a different email address, the comment won't be added.

You can check the mail logs of the project to confirm why the comment is not being added. 

Please, go to Project settings > Email requests (Classic) or Service project settings > Channels > Email (Next-gen). 

On this page, click on View logs for the desired email channel and check the Processing log tab, so you can check if the comment failed to be added and the reason.

Feel free to share a screenshot with us, just make sure to hide private information.

Regards,
Angélica