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Is it possible for service desk agents to reply to tickets via email and add a comment to the ticket

Marleze Scheepers_yyisr4

Hi, I please need some guidance on this.

Is it possible for service desk agents to reply to tickets via email and add a comment to the ticket, without having to login to update the ticket?

The agent receives a ticket notification from this address: jira@nimbusportals.atlassian.net

They would like to reply on this email which ideally should post a comment on the ticket, and in turn notify the customer.

I couldn't really see on the support forum if there was a solution.

Thanks in advance.

Marleze

Accepted answers

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Jack Brickey

Yes. Any reply to the ‘ticket created’ notification email would be public.

Marleze Scheepers_yyisr4

Thanks Jack. Where can I find documentation on how to set this up correctly?

Currently it is not adding the comments to the ticket if an agent respond.

Jack Brickey

Here is one article on setting up the email but expect you already have this in place? receiving-requests-by-email

question, if the customer replies is the comment added?

Marleze Scheepers_yyisr4

Yup, we've set that up, working perfectly when a customer replies to a customer notification email.

Just not when an agent responds the the agent notification email.

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