reply to comment from service desk portal user does not get delivered to jira ticket

reply to comment from service desk portal user does not get delivered to jira ticket

Scenario:

someone can create ticket from service desk (service desk user only)
assignee comments for some additional information
creator (service desk guy) received an email and replies to that email with information
Reply does not get delivered to ticket

they don't have permission to directly comment in jira however they can comment in service desk portal.

any help

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