Reply from Outlook not showing under comments in Jira Cloud

[Jason Spellman]

I have a user that I have added to our service desk project under the people group and when I include them in an automated email and they respond via Outlook their comment does not show up in Jira. 

[Kevin Johnson]

Hi Jason,

"Is your user email account associated with a user in Jira that has a Jira service management license associated with it?  Is the account also set up as an agent on the project?  The account associated with your user account will have to be set up this way for you to reply to the issues."

I guess the user has to be set up this way, in order to reply via outlook to comment on a Jira issue, found this scenario while going through a similar ticket. Also linking that ticket for your reference. Hope this helps.

https://community.atlassian.com/t5/Jira-Service-Management/Using-Outlook-to-reply-is-creating-a-new-ticket-instead-of/qaq-p/1671941 

Regards,

Kevin.

[Jason Spellman]

The user has a Jira Account, they are in the People tab of the project, they are part of the Jira-ServiceDesk-User Group, I have also added them to a test group I have created but I am not receiving their reply to the automated email. My reply goes through as does my reply all optional reply.