Hello @Farbod Ziaee,
Welcome to Atlassian Community!
Reading the details you provided, I believe that you added a custom email in Jira Core's mail handler and not Service Desk.
With that said, you can remove the one you created and add the custom email address directly in the project where is the correct place for the mail handler for Service Desk to work correctly.
Please, give it a try and let us know how it goes.
On Service Desk we can check the logs for the mail handler, so if Jira is processing the emails, but the comments are not added, it's possible to see what is causing this.
Please, go to Project settings > Email requests > View logs (Classic) or Project settings > Channels > Email > View logs (Next-gen).
On the Processing Log tab, it's possible to see the status for each message that Jira processed.
Please, let us know if it shows any error for the emails that were not added as a comment.
Thank you for the information, Farbod.
Is everything working as expected?
Since it shows "Success", it means that Jira processed the message.
What may be happening, in this case, is that the person that replied to the notification doesn't have permission on the original ticket and Jira is creating a new one instead of adding a comment.
For example, you create a ticket and add me as the reporter. Then instead of replying, I forward this email to someone else. Once the third person replies, since they were not added as a participant on the ticket, their comment won't be added to the original ticket, Jira will create a new one.
What I'm trying to say is that it's important to confirm if who is trying to add the comment on the ticket has the correct permission.
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