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Service Desk: Client comment by replying to email notification not working

A few weeks ago client comments by replying to service stop being posted to the service tickets.

I understand that the service desk mail handler is different than jira's but i can't find it anywhere to ensure that it's turned on.

I have confirmed that "logging tickets via email" is turned on and I have tested that functionality - which works.

Whenever a client replys to any notification from jira on a specific ticket, be it a comment, status change, etc - the comment doesn't get created.

I've done my best to research this, but can't find an answer anywhere.


TL;DR - when a client replys via email to a service desk comment - it never appears on the ticket.  please help




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