Adding an agent's Outlook reply to a JSM ticket without manually CC'ing the collection address ?

[Serigne]

Hello,

We are testing Jira Service Management (company-managed, Cloud). Agents can already reply to customers from within Jira ("Reply to customer"), which works.

What we want: allow agents to reply to a customer directly from Outlook (shared support mailbox) and have that reply automatically added to the correct ticket, WITHOUT manually adding the Jira collection address as a recipient/CC each time (outlook or other).

Is this possible natively in JSM?

Thank you for your help.

[Marc -Devoteam-]

HI @Serigne 

Why, would you want this.

Agents should work from JSM tickets and their comments will be email to the customer who reported the ticket.

If you work from an shared mailbox, why use an ITSM tool!

[Serigne]

Hi @Marc -Devoteam- 

Thanks for your answer.

I am asking just to know if that type of case can be handled if for some reason it happens.

[Marc -Devoteam-]

Hi @Serigne 

Could be but it's no logical and I won't implement such a solution.

As providing such a solution it will be used.

Work  in my opinion, should happen from within JSM and the mailbox should not be access by users anymore

[Arkadiusz Wroblewski]

Hello @Serigne 

Like @Marc -Devoteam-  I’m not sure this approach makes sense from a process perspective.

You are basically turning the system into an information storage tool instead of using it as an actual ticketing system.

That looks like overcomplicating a simple Process.

Best,

Arek🤠