Some email replies not being added to ticket

[Khaelas]

A couple of clients are not able to reply by email to the emails they get when I update their tickets.

e.g., I reply on a ticket back to them.

They get an email from jira@<name>.atlassian.net.

They reply to that email.

Nothing else happens.

The comment doesn't get added to the ticket.

This is working for other people?
And it's working for me. 

Anyone know what could be wrong?

[Angélica Luz]

Hi Khaelas, 

Welcome to Atlassian Community!

On Jira Service Desk it's possible to check the logs for emails, so we can check what is happening.

Please, go to Jira settings > Products > Email requests > Click on View log for the affected email > Processing log.

On this page, it will show all replies that were successfully added to tickets or created a ticket and also if there is some failure.

Also, just for us to better understand what is happening, can you please let us know if it happens when the reporter replies to the notification?

Are they able to see the ticket in the customer portal?

Regards,
Angélica

[Khaelas]

Thanks Angélica,

The request type is invalid, and the Status is 'No email received ever'.

However myself and other users and respond to the notifications via email and it updates the ticket just fine, it appears to be a few users only.

They can view their ticket via the portal.

Kind regards,

Greg

[Angélica Luz]

For the email channel to work correctly, it’s necessary to use a request type where the summary and description are required and all other fields must be optional.

Please, go to Project settings > Email requests > … > Configure email request types.

If it does not show any option, you need to go to the left sidebar > Request types and edit the fields to be optional.

Also, for customers to be able to see the tickets in the portal and to receive notifications, the request type on the ticket must be set, it can’t be “No match”.

Please, give it a try and let us know how it goes.

[Khaelas]

Hi Angélica,

We don't want users to be able to raise tickets via email, only to be able to respond to notifications about their tickets by email?

Is there some documentation on setting that up?

Kind regards,

Greg

[Angélica Luz]

We need to let the email requests enable, even if the customers won’t use it because that’s the only way to receive the replies and also to see the logs. If we disable the email channel or use a request type that it’s valid for emails, replies from customers may not work.

Please, change the request type for emails, you can use a simple one with summary and description only and let if hidden from the portal. 

If a customer tries to create a ticket through email, you will need to let them know that they need to go to the portal.