When I answer via email is not adding a comment in the ticket

[Sara]

Hello, I have configured an email request in my Service project so when a customer send an email that creates the issue but if I answer to that email via email that is not adding a comment in the jira ticket, how can I configure it? If the customer reply to that thread in the email that adds the comment in jira.

I have this option enable: 

"Yes, allow all emails that contain a valid issue key to be added as a comment to the issue"

Thanks in advance.

[Igor Stojkovic]

Hi Sara,

Did your reply show up on the logs:  You can view it directly on the View logs via Project settings > Email requests.

The user replying to the ticket should have enough permission to comment on the ticket (agent, reporter, participant etc).

For example, if the reporter creates the ticket and forwards the notification to another person and this person replies to the notification since it was not previously added as a participant, it will create a new ticket. 

[John Funk]

Hi Sara,

It is probably because you have told Jira in your personal settings not to notify you if you do an update yourself. You cannot set it to send emails to you sometimes and not other times when you are the initiator.