Customer replies to email notifications does not result in comment

[Peter Androutsos]

I am having trouble figuring out exactly where things are going wrong with this.  Despite what I try, when my customers reply to a notification (e.g. an agent asks a question regarding their request), the resulting email does not get turned into a comment.  in fact, nothing really happens.  

the project is enabled as far as email requests are concerned, but the notifications are coming from a generalized email address of jira@<myinstancename>.atlassian.net.

i've gone one step further than addred an email handler for this, but still no dice.  can anyone shed any light on this?  unlike previous lives where i'd run jira on my own server, i've no access to logs as I'm on jira service desk cloud.

[Peter Androutsos]

Actually, the logs are completely empty (both processing and connectivity).

[Angélica Luz]

Thank you for the information, Peter.

I saw that you created a ticket with our support on the same day you created this question and they are already helping you there and waiting for your response to better investigate the issue.

Let's focus on the ticket to avoid any misunderstanding and after the ticket is closed, feel free to share the resolution here to help other community members that may face the same issue.

[Angélica Luz]

Hello Peter,

Thank you for reaching out to Atlassian Community!

When a comment is not added to a ticket or when a ticket is not created, we can check the logs in the projects to find out what is happening.

Please, go to Project settings > Email requests and click on “View logs”. On this page, you can see all emails that failed to create a ticket or add a comment and also it shows the reason why it failed.

Please, check the logs and send us a screenshot if it shows any error.

Regards,
Angélica