Comment creation from email does not work

[Michal Blazejczyk]

Hi,

We are using Jira Cloud.  Our customers have alerted us that comment creation by e-mail was not working.  I tested it: I created a test organization, added my personal e-mail as "customer", created a ticket using our Service Desk portal. 

I received a notification from Jira when the issue was created:

I tried replying to it twice: once I hit the "Reply" button which sent the reply to servicedesk@behavox.com, and one more time by replying to jira@behavox.atlassian.net.

We seem to have a vanilla configuration for Incoming Mail:

[Angélica Luz · Accepted solution]

Hello Michal,

Thank you for reaching out to Atlassian Community!

I saw that you created a ticket with our support related to the same question, so to avoid any possible misunderstandings or miscommunication that may arise from discussing the same matter in two different platforms, let's focus on the ticket instead.

Once the ticket is resolved, feel free to share the resolution here to help other community members that may face the same issue.

Regards,
Angélica

[Michal Blazejczyk]

Yes, that is perfect! Thank you.

[Bill Sheboy]

Greetings...  What was the resolution to this issue?

Thank you!

[Michal Blazejczyk]

The email account connected to Jira had an issue.  We'd actually been getting error messages about it in Jira, but the messages were a bit cryptic and we didn't connect the two together.  Resolving the issue that was causing the error messages also resolved the problem with comment creation via email.