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title Configuration for Server 4.1 or earlier
If you use Jira Service Desk Server 4.1 or earlier, go to  Jira –> Applications –> Jira Service Desk –> Configuration and press "Turn it off"

Setup incoming email handlers

What you need to do is to set up normal Jira Incoming Email Handlers in Jira for the projects where you want to let customers respond via email to the tickets. One problem with this is that new tickets (existing tickets is okay) will be created with no "Request Type" set. This results in the customer not being able to see the ticket in the portal before you, as an agent, have manually set it to the correct request type.

To be able to do this automatically, you will need to add a groovy script to create a transition for the current workflow and set the "Customer Request Type" custom field to the correct request type. But if you can live with the fact that you manually set the request types once they come into the queue, you don't have to do this.

To learn more about how to set up incoming email handlers, visit the Receiving requests by email page.

To learn more about customizing notifications in JSD, go to Managing service desk notifications.