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Not receiving emails outside of the company domain.

Hello guys,

Hope everyone is having a good week,

I have run into a problem with Jira service desk, Jira SD is set up so anyone can create a ticket without registering, which works perfectly but when the issue gets created and I comment and the user replies via email, we do not receive that comment/email on Jira, it just vanishes in thin air, any ideas what might be the issue?

I am fairly novice in using Jira admin so it may be an issue of the configuration, could anyone please point me in the right direction to start looking?


Hey Guys,

Update, i think i figured it out email support channel needs to be enabled for the replies to come through 

Correct.  I had the same issue with the same resolution.

We ended up creating a queue to give visibility to "Email Request" issues as our customers inevitably emailed that email address directly (without replying to an existing issue - which is what allows their comment to be tagged to the right issue).

Dirk Ronsmans Community Leader May 17, 2020

@scott singh  if you go further with email keep in mind the following:


From (i believe) v7 a user now requires a license to create issues through email.


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