add a reply to customer as a comment in the ticket

[ESCA IT Manager]

Dear community, The customer creates a ticket by email. I would like that when the reply to him, this email is added as a comment in the ticket already created. I would like the customer to respond to my email, that it be added as a comment in the ticket.

[ESCA IT Manager]

Hello Benjamin,

It's ok: I have enabled event notifications, just reply to the email received from Jira.

Many thnaks for your support.

[BK Paton]

Hey there, 

This is how Jira Service Management works. Assuming both emailing parties are registered users with appropriate permissions to access a project, then replies to notifications will be converted into comments on the ticket.

Are you having problems getting this to work?

Cheers, 

Ben.

[ESCA IT Manager]

hello Ben

thank you for your response: yes we have problems at this level

[BK Paton]

Ok, can you step through exactly what is happening.

When the customer emails the service desk, is an issue created? If so, when an Agent comments on the issue, does the customer receive a notification?

In both cases, have you check the email logs (Project settings > Email requests > View logs).