How do we keep our responses to clients & back from clients all in a single email chain?

[Liana Malentsyan]

Hi, 

We are new to JSM and Jira products and came from Zendesk. 

One of the struggles we are experiencing is keeping the emails & responses both from our Agents and clients all in a single chain. 

Is this a feature/functionality that JSM is capable of and if yes, how can we also have it turned on/set-up for our organization?

Thank you!

[Brant Schroeder]

@Liana Malentsyan welcome to the Atlassian community

When you say single chain do you mean in a single Jira issue?  

[Liana Malentsyan]

Hi Brant, 

Thanks for responding. I meant in a single EMAIL chain like on Outlook. The main goal is our clients do not all have the access and ability to access their portals to view responses/images/history of conversations. 

The preferred way for our clients/end users is to reply through Outlook and use Outlook as the preview source for the issues/responses/images/history. And even as Agent's it would be nice if we could also have it in a chain to reply and interact with the message through Outlook and be able to reference previous responses/comments/images all from the same issue on the same email chain.

[Brant Schroeder]

@Liana Malentsyan, there is an open suggestion (JSDCLOUD-2044 ) that is under consideration to provide a full threaded comment response.  For now you would have to leverage a third-party app to achieve this. (JETI, JEMH or other 3rd-part email handlers) 

You could use automation to have the response and use the smart value {{issue.comments}} to pull all comments.  The issue is you would use your automation limits very quickly even if you have a fairly small customer base.