Customers emails not reaching my inbox

[Matthew]

Customers receive an email when I respond to their ticket, which includes a copy of my response.

However, when they then reply by email, I am not receiving their response.

The emails are being sent to jira@[account].atlassian.net.

This is causing obvious issues - what can I do to fix this?

[said kouzibry]

Do the replies show up in the tickets as comments ? If so, take a look at your project's notification scheme.

https://support.atlassian.com/jira-cloud-administration/docs/configure-notification-schemes/

[Matthew]

A recent example does not - the customer forwarded me their email sent a few days ago and it's not on the ticket nor as an email in my inbox.

[Michel Neeser]

Hi @Matthew and welcome to the community!

In JSM, there is an email log where you can check if email replies from your customers actually reach your service project. You can find more information here.

Does the log show the replies from your customers?

[Matthew]

Unfortunately neither the processing nor connectivity log 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"