Can we keep the same thread in Outlook when we reply to a ticket?

[Andreas Burnea]

Hello!

We want to keep the same thread in Outlook when comments are added on a ticket. Now when the person that made the ticket adds a comment it's a thread and when an agent set a response it's another thread.

[Britta Neugebauer _yasoon_]

Hi there @Andreas Burnea , 

@Marc -Devoteam- is correct, keeping all replies in the same Outlook thread is not a native Jira feature. Jira will typically send separate emails depending on who comments or replies.

You can find solutions on the Atlassian Marketplace that allow sending emails from Jira and keeping all replies within the same email thread linked to the work item: Work with emails in Jira. If you’re open to using an integration, you might want to take a look at Microsoft 365 for Jira.

It connects Outlook and Jira so emails and replies can stay linked to the same conversation and work item. You can also book a demo to see if it fits your use case.

Please note that I work for yasoon, the company developing this integration.

Hope that helps,
Best,
Britta

[Marc -Devoteam-]

Hi @Andreas Burnea 

What do you mean by this.

Jira is not supporting email threading in outlook.

Jira sends notification emails based on actions taken in Jira.

[Andreas Burnea]

So after a ticket is raised in Jira the customer gets an email. If the customer responds the thread in Outlook stays the same but if the agent is responding via Jira it's another email notification that is not in the same thread as the one that the customer is using. I just wanted to know if we can change that from Jira

[Arkadiusz Wroblewski]

Hello @Andreas Burnea 

In Jira Service Management, keeping the request key in the email subject helps notifications stay in a single email conversation/thread.

At the same time, Outlook threading is still controlled by Outlook/email headers, so Jira cannot fully guarantee how every reply will be grouped on the customer side.

Here even reported Topic: Email Threading not working when a status changes and other conditions  

@Marc -Devoteam-  is fully right here.

[Marc -Devoteam-]

Hi @Andreas Burnea 

No you can't change this.

But what action is the agent doing that causes the separate email, comment or other action, that might trigger an automation rule, that sends the email, etc.