Ticket submitted via portal doesn't get email updates

[Amelia]

Hi there

Hope you're all OK :)

I'm not sure if this is by design but when a customer submits an IT request via our portal, they receive the initial email to say we're on it - however if they respond via email it doesn't show on the ticket.

From the Agent side, if an Agent replies on the ticket by clicking 'Reply to Customer', the message appears on the portal itself but no email message is sent to the customer.

Is there a way to configure email to still work alongside portal notifications? We are using the request types in the portal but haven't fully transitioned the customers to manage their tickets in the portal view, they still very much rely on email notifications.

The project in question is a service project that we use an an IT service desk.

Thanks very much

Amelia :) 

[Joseph Chung Yin]

@Amelia -

Hi there:

When customer replies via email instead of using the portal UI and add comments, then you need to look into this following reference page - https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.