Jira ServiceDesk and external/outgoing escalations, how ?

Question

Is there a way to use JIRA ServiceDesk to escalate/handle outgoing tickets like Kayako Fusion works?

Basically the feature I´m asking about would be to send initial tickets as plaintext/html to external company email addresses and every reply is handled as comments in the ticket.

Jack Brickey · Answer

What you seem to be describing is where an 'agent' opens a ticket on behalf of a customer. when an agent creates the ticket it will show them as the reporter. For the customer to automatically notified the agent should change the reporter to  be the customer. In this way the customer will be notified according to the notification rules and can then reply via email resulting in the comment added.

Kristian Funkel · Answer

Thanks for the reply, however the scenario /setup would look more like this:

* We create a ticket in JIRA SD (sets Company X´s email address as receiver), ticket is created and email is sent to them.
* When Company X responds on the email JIRA SD adds the responce as a comment in the ticket.
* We respond in the ticket as comment and JIRA SD sends mail to Company X with response.

This is how Kayako Fusion works as we´re using now for outgoing escalations, incoming escalations / the scenario you described above is working fine for us in our test JIRA system.

Jack Brickey · Answer

Kristian, not familiar w/ KF but JSD does offer the ability to open requests via email and also add comments to the ticket via email. Example:

* Customer sends email to 'helpdesk@companydomain.com' --> ticket created
* notification from JSD of ticket creation (with JSD project ID) to customer
* Agent responds to customer via JSD
* Customer receives email
* Customer can reply adding comment
* Comment added to JSD ticket.