Emailed reply are not entering into the Tciket

[Star Support]

Once a customer has created a email type request & ticket is created then once the team member replies them on email itself it should be recorded in the ticket as well but is doesn't gets recorded i have checked the logs so it says "You do not have permission to create internal comments on this work item" even i have given permission to the particular user & the team too then also it is not recorded please suggest some solution on this

[John Funk]

Hi Star,

The user must be an Agent in order to create Internal comments. How did you give them permissions? 

[Star Support]

He is our service desk member & we have added him in that group too & given individual access too you can see the highlighted user

[John Funk]

It's not about the Comments Permission, it is about if the user is an Agent - not just a service desk member, but they have to a JSM Agent license. 

[Star Support]

I still cant get what you are referring too, How to make them JSM agent ?

What i should do to get their reply in ticket itself can you provide me a step by step guide ?

[John Funk]

They have to have a JSM license - https://support.atlassian.com/jira-service-management-cloud/docs/add-an-agent-to-your-service-project/

[Star Support]

If we add a particular user under this then he will be added as a agent  & we have already given agent access to 3 members & one more thing while other than these 2 person if they reply on mail it gets pushed into it , can anyone have a call and guide us through for this ?

[Star Support]

like many user who is not the agent but replied on email thread is pushed into jira ticket and his prefix is shown as not a request participant but it is pushed same as that every person has to be the access so what should i do now !

[John Funk]

On the free subscription you cannot have more than 3 users. Plus for a user to simply responding to an email, they should not be posting Internal Comments - only External or Customer comments.