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Customer email responses become Internal Comments

JJ
Contributor
June 18, 2020

When customers reply to jira's email notifications the comments are created as internal comments, which means the customers cannot see the comments through the Help Center. How do I fix this? I'm using the server version. Thanks you

1 answer

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Craig Bishop
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June 22, 2020

Hello,

I am encountering this same issue with JSD server version via email replies (not help center). The only recent changes we had was an upgrade to version 7.13.13 on 6/8/2020.  

Current Versions:

Jira v7.13.13

JIRA Service Desk Application v3.16.13

 

I also saw this was an issue back on April 22. 2020. I am not sure if the cause is related, but the end-user behavior is the same:

Thank you for reaching out to Atlassian Community!

There was an incident on April 22 that was turning customer replies into internal comments instead of public.

I checked internally and the issue was already resolved. 

Please, let us know if you are still facing the issue, so we can investigate further.

Regards,
Angélica

Here is the link to that discussion:

https://community.atlassian.com/t5/Jira-Service-Desk-questions/Customer-email-responses-have-suddenly-started-sometimes/qaq-p/1358359

 

Please advise.

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