How do we allow reply emails from Zendesk to update the comments field

[Sue Gordon]

We are on JIRA Cloud and are using a 3rd party for our DBA services. The 3rd party use Zendesk for their ticketing system.

We have set up the 3rd parties ticketing email address as the customer address on our JIRA support project and they are added as a participant when the user logs a ticket with the relevant service type. 

This is generating the email to them and the ticket is then set up on their side. 

Our problem is that when they reply the email is being seen as an auto reply so it is being blocked. 

There appears to be an option for whitelisting in the JIRA settings but this does not appear to be working. I have seen articles about JIRA classic but most say that their resolution is not supported on the cloud version. What would you suggest as at the moment the only options seem to be either giving the 3rd party agent access to update the tickets directly or building an email services in the middle. 

[Vasi]

Hi Sue,

You have a very valid point and scenario is not uncommon overall.

You are right - at the moment there is no solution in Jira Cloud to bypass such situations. Whitelisting is used for other purposes - it is a check against email frequency.

Also, there is an existing Suggestion around this feature:
https://jira.atlassian.com/browse/

There might be a workaround that I will try to explain, however I am not sure if it is applicable to Zendesk:

Basically, Jira decides whether email is "auto-reply" or not based on header of that email.
If header of the email contains "Auto-Submitted", then Jira considers it as "auto-reply".

Thus, if there is a way to remove that part in the header of the email, it could work.

I am not sure if it is possible to do in Zendesk, however email systems like Exchange or Office365 can have "Modify" transport rule added that would remove a part of the header and make email work.

Hope it helps to clarify this situation a bit, and I would recommend you watch the suggestion and vote for it as well.

Regards,
Vasily