Can customers respond to a request by email?

[Ivo Pereira Tromm]

The support agent responded to the customer's request. However, the customer still has doubts. 

Can he answer the request by e-mail or does he need to be at the help center to register this return?

[Angélica Luz · Accepted solution]

Hello Ivo,

Thanks for reaching out to Community!

When a customer creates a ticket using the portal or email, they can reply to the notification in order to add comments and attachments to the issue.

Are they facing any issue when replying to the notification?

If the comments are not added, please go to Cog icon > Products > Email requests (top navigation bar) or Jira settings > Products > Email requests (sidebar) and click on "View log" for the desired email address. 

On the tab "Processing log" it will show if any email failed to add a comment to an existing ticket.

Regards,
Angélica