Hi All ,
We have JIRA service desk setup and one problem we are facing is that when some of our customers reply back to us using the their Zendesk ticketing system that these update are not being picked up by JIRA Service Desk through the email channel
This is only happens when we get update from the customer through their Zendesk application.
That's not going to work as a reply as it doesn't contain the JIRA issue references required to tell JIRA which request they are talking about.
In fact, I'd expect that to be creating new requests in Service Desk. If it's not, then take a look through https://confluence.atlassian.com/servicedeskcloud/troubleshooting-issues-with-the-email-channel-732528950.html to see what needs debugging.
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