Will Jira service management handle customer email if it moved from junk folder back to inbox

[Nhung Le Tran]

Hi Community,

As I know Jira will not process emails from junk folder and only from inbox. But in the situation which I moved an email from junk back to inbox, would it be able to process that one?

Also for tickets that not automatically created from customer emails but manually created, will the customer still receive an email notification from our agent's comment? We already added that customer as reporter for the manually-created ticket though.

[Bastian Stehmann · Accepted solution]

Hi @Nhung Le Tran ,

Welcome to the community. 

If you mark the email as unread after moving it back to the inbox, JSM should process it.

If you create a request manually and raise it for the customer, the customer should also get a notification that the request was created. 

[Nhung Le Tran]

Hi @Bastian Stehmann ,

Thank you very much for your resonse!

I just want to have one more confirmation to make sure the issue come from our side.

So for the case we manually created the ticket, but haven't added the customer as reporter until before we making a comment. The customer still be able to receive email notification for that comment, is it correct? Which means as long as you have the reporter as the customer before putting a comment then it will still process sending notification to the customer. Hope it makes sense and thank you again!

[Bastian Stehmann]

Hi @Nhung Le Tran ,

yes, that's right. Even if you set the customer later, Jira will send emails for all comments that were added after the customer has been set.