The email doesn't update as a comment on Service desk Issues

[DeptoC]

We have a instance Jira Service Desk Cloud edition and all is configured.

We has a help desk project, it is working normally. But we have a little problem with the e-mail notification. When the customer receive the e-mail notification "Your issue has been open with sucess", and reply this e-mail. The "issue" not was updated on help desk like a comment.

We tried previously and the workflow ran normaly. I dont know why, now, we cant do it anymore.

We tried configuring the "Entrance E-mail" and we read all the topic https://confluence.atlassian.com/adminjiracloud/creating-issues-and-comments-from-email-779288896.html. But without sucess.

Can you help us to resolve this problem?

Thank you!

[Qumar]

Hi,

Check if the user(email sender) has permission to add comment on the issue?

Thanks

Amit