Sending a Gmail email by commenting on JIRA ticket

[Ishika_Chakrabarty]

- After setting up an inbound email rule, a new ticket is created when a customer emails to a specified email address
- The customer has sent the email via gmail
- I want to comment on this ticket so that my comment is sent to their email on gmail (similar to what happens on JIRA help desk)

Is this possible using JIRA

[Petter Gonçalves]

Hello @Ishika_Chakrabarty

Welcome to the Atlassian Community!

Per your description, I understand that you would like to notify via e-mail the reporter of an issue in Jira when your comment is added to that issue. Is that correct?

Is the customer that created the issue a Jira software user with a license? 

Is that's the case, you can configure your notification scheme to properly send notifications when a comment is added to the issue. This would be the steps:

1. Navigate to your project > Project Settings > Notifications
2. Click on actions > Edit notifications
3. Add the "reporter" to the "Issue commented" notification

P.S: By default, the reporter is already added to the "Issue commented" notification, so it should be already working as expected.

You can check more details about project notifications at the documentation below:

Configuring email notifications 

Let us know if you have any questions.