How do I anwser a ticket via email

[Nevra Yavuz]

Hi There,

We want to use the Jira Service Management desk for our customers' needs and questions in SLA. But firstly, we would like to be sure whether everything is fit or not for us. 

There are many questions and also answers in your community but they are not enough to fix our problems.

The first question is: When we try to send an email to support (set an external email that is my Hotmail account), it is received delayed. Is it because of Hotmail? If not, how can we fix it? 

The second question is: When we try to answer that the sender in the ticket system it does not receive. Maybe we do something miss.

I used to Jira before as the project management tool, but no needed Service Management SLA tools. 

As I said before we are using Jira as the project management on the other hand SLA ticket system is a different brand. If its possible we would prefer to bring them together in one tool.

The third question is: We have many projects and customer infos in the other ticket system, can we transfer it easily to them? 

[Trudy P Claspill · Accepted solution]

Hello @Nevra Yavuz 

Welcome to the Atlassian community.

The second question is: When we try to answer that the sender in the ticket system it does not receive. Maybe we do something miss.

In Jira Service Management the notification configuration for notifications sent to customers is separate from the notification configuration for notifications set to your internal Service Agents.

In the Project Settings find Notifications. You will see two options - Customer Notifications and Internal Notifications. Make sure that the individual Customer Notifications are enabled. If they are, have the customer check that the emails are not going to their spam or junk email folder.

The third question is: We have many projects and customer infos in the other ticket system, can we transfer it easily to them? 

That depends on what the other ticket system is, and what data specifically you want to transfer.

[Nevra Yavuz]

"In Jira Service Management the notification configuration for notifications sent to customers is separate from the notification configuration for notifications set to your internal Service Agents.

In the Project Settings find Notifications. You will see two options - Customer Notifications and Internal Notifications. Make sure that the individual Customer Notifications are enabled. If they are, have the customer check that the emails are not going to their spam or junk email folder."


I did all of them that you said but the situation is the same. I try to send a test email to me and check junk/Bulk email or other boxes too.

[Anusha A]

Hi Nevra, 

To ensure we can assist you effectively with this case, I have created a support ticket on your behalf. You should have received an email notification confirming the ticket details.

Regards,

Anusha A