Internal Incident creation not sending valid reply URL to customers

Shawn McBreen

We often create Incidents from inside Jira in our JSD Helpdesk project.  But what I'm being told is that when we do this it is actually created in Jira Core so the emails that go to customers do not have an appropriate "Reply-To" address which allow customers to "Add Comment" to the service desk tickets from the emails they get.  The only way we know for the users to be able to utilize the emails that they get for tickets is when Incidents are created from the Customer Portal or via Email.

When we agents & admins make comments to tickets in our Help Desk project from inside Jira (not in customer portal) the source of the email that the customer gets says "This message was sent by Atlassian JIRA" and the customer is unable to comment on any tickets sent to them like that.  Tickets that get commented on from the customer portal send out emails that say "Helpdesk, powered by JIRA Service Desk, sent you this message" and customers are able to add comments by using the links in those emails only. 

Is there any way to fix this?

We're running Jira Core 7.3.1 & JSD 3.3.1

Thanks

Aidan Goldthorpe

Hi @Shawn McBreen,

Thank you for reaching out to Atlassian Community!

I’d like to understand your workflow a little better. When you create these incidents from within Jira, how do you include the customers as part of the incident? Are they added as request participants, or some other mechanism?

When you describe the emails sent by comments from agents/admins, it sounds like the customers are getting Jira notification emails, which would be the case if they were watchers on the issue. Are your customers also Jira users?

I’d love to know more so I can help you further.

Thank you,

Aidan

Jira Service Desk