Jira Service Management: not receiving emails from customers

[Matthew]

Customers fill in a form on JSA. I then reply through JSA (using "Reply to customer") based on what they enter on the form. The customer receives an email with what I write. All fine.

However, if the customer replies to that email it goes into a black hole, and I don't receive it in my email inbox nor on the ticket itself. The emails to customers come from jira@[account].atlassian.net and that's what they reply to.

Unfortunately neither the processing nor connectivity logs are available. I go to project settings --> email requests and there is nothing there beyond an error:

"We couldn’t find any request types suitable for email"

How do I receive my customer email replies?

I'm on the free tier and happy to consider upgrading if it will help.

[Brita Moorus]

Hey, @Matthew! 👋

Have you activated email requests? The error message "We couldn’t find any request types suitable for email" usually means none of your request types are set up to be handled via email.

How to do that:

• Go to Project settings > Request management > Request types

• Edit or create a request type and ensure it's available via email.

• You should then be able to go to Project settings > Channels & self service >  Email and see that the system email (or your custom one) is working and linked to a request type.

Additionally what can help is allowing all e-mails that contain a valid issue key to be added as a comment to the issue.

You can do that at: https://your-site.atlassian.net/jira/settings/products/jira-service-management-configuration and allow it under the "Email" block. 

💡 Some more good tips:

• Replies from customers must come from the email address associated with the request.

• Make sure the request type includes a Description field (required for email-based tickets) and any other visible fields must be optional.

Hope this helps! ✨

[Matthew]

Thanks. Under "Edit or create a request type and ensure it's available via email.", how can I ensure it is available by email? There are no request type groups found

EDIT: I've just made a request type group called "Email". Not done anything to it, simply created a group and named it, and then selected it in the request type group dropdown.

[Matthew]

Under channel and self-service --> email I get an error: 

We couldn’t find any request types suitable for email

To receive email requests, request types must include both a Summary and Description field. They also can’t include any other required fields, or be restricted. Update request types.

I'm struggling to see where I can include these fields

[Matthew]

I've done this as well:

"Additionally what can help is allowing all e-mails that contain a valid issue key to be added as a comment to the issue.

You can do that at: https://your-site.atlassian.net/jira/settings/products/jira-service-management-configuration and allow it under the "Email" block."