comment not showing in thread if replying on mobile device

[Justin Tyas]

we have some users who if they get an email notification on their mobile phone and they comment on it from their mobile phone, the comment doesn't appear in the comments thread of the ticket, but if they log onto their desktop and comment it works, What is stopping it from appearing if replying on their mobile device?

[Simon Stiefel]

Hi Justin,

Do you know if they use a web browser or one of our mobile apps (iOS, Android) to leave that comment?

Thanks, Simon

[Justin Tyas]

Hi Simon, its happened once on office 365 using desktop for one user and other users it has happened on IOS when they reply to a comment 

[Justin Tyas]

Can anyone assist with this question please ?

[Simon Stiefel]

Hi Justin,

Could you please elaborate on the steps the users took when this happened? I assume, on the desktop, the user clicked on the "Add Comment" link in the email which then opened a web browser with the issue. Here, the user typed a comment and clicked on "Add". Did the comment show up after it was published or did it just disappear?

If this issue still happens, I'd recommend getting in touch with our support team to get this resolved quickly.

Thanks, Simon

[Justin Tyas]

Hi Simon, thanks for getting back to me, yes that is what happened, are you able to tell me the email address for the support team please ? I will email them, thanks for your help appreciate it

[Simon Stiefel]

Hi Justin,

Sorry I couldn't be of more help.

Here's the link to our Support team: https://support.atlassian.com/contact

[Justin Tyas]

Thanks Simon, appreciate your help and follow up mate