some reply e-mails get ignored

Dear helpers,

I have the problem, that some replies on emails sent my JIRA service desk are not getting added to the existing issue.

for example:

  • the ticket is created correctly via email
  • a reply to the system notification sent to the user, correctly adds a comment to the issue
  • a service desk member makes a comment to the issue
  • if the user replies to this notification e-mail, it is ignored. no comment gets added

I have set up one E-Mail handler: create new issue or comment on exisiting

why does it ignore all replies? except a reply on the first sent notification e-mail sent by the system?

I hope someone can help, lost hours to figure out and still have no clue.


thx a lot

4 answers

The problem is solved! It was a conflict between dervice desk mail and my own e-mail handler. There is no need to set up an own e-mail handler if u set up an email in service desk.

the solution was simply to delete the e-mail handler in jira.

hope it might help someone in the future.

Hi David,

Could you please raise a support request at Atlassian Support?

Please raise a support request in the project Atlassian Cloud and let us know the details.



Hi andre, thx to your reply. I did that and will let you know the answer. Am sure its a simple config problem. 


I'm sure it might help, David.

That's actually a common problem with Service Desk users, but as email related issues can be quite troublesome to analyse without the logs, specially in the Cloud environment, we usually ask our customers to raise support requests at Atlassian Support.

It's good to know that it's fixed.

Have a nice week!


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