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Email only tickets, with threads and multipe CCs

Sergio Scabuzzo

Hi all,

I've been using the Service Desk for a while now and keep getting complains from customers about emails not threading and CCs not working as expected in emails (I don't have much info on the CC part).

My question:

Is it possible to have some clients ONLY use email for tickets, while preserving threads? I can manage the tickets on the dashboard, but they wouldn't need to interact with it at all (if they don't want to).

Right now, I'm getting issues where my replies (from within Jira) start a new email.

Any input on if it's possible and what I may need to do to set this up correctly would be awesome!

Sergio

Accepted answers

All comments

Carlos Garcia Navarro

Hi @Sergio Scabuzzo ,

Regarding the (not) threading, did you confirm that the issue key is in the email subject?

Could this issue be related to this Atlassian ticket: https://jira.atlassian.com/browse/JSDCLOUD-3757 ?

Sergio Scabuzzo

Hi, and yup. The issue key is on the email subject (I didn't know you could remove it). I commented on that issue you linked to, though I'm sure it's not much more than a "bump" comment.

I am seeing it threading on my email support@domain.com, I'll have to dig deeper with clients. But I do want to confirm that this is possible, while including CCs that are not users.

Angélica Luz

Hello Sergio,

Thank you for reaching out to Atlassian Community!

When a customer replies to a notification and a new ticket is created instead of adding a comment, it means that the customer who replied doesn't have permission on the ticket.

For them to be able to comment, they must be a participant and if they are not being automatically added as participants when the email is sent, it means that the configuration on your site doesn't allow customers to create their own accounts.

In order to automatically add CC as participants, you need to change the following settings:

Go to Project settings > Customer permissions (Classic project) or Service Desk Settings > Channels > Customer permissions (Next-gen project).

Screen Shot 2020-10-19 at 17.49.33.png

On Who can access the portal, select "Anyone with an account" and also Who can customers share requests with?, select "Any customer or organization" > Save.

After that, go to Cog icon > Products > Under service desk, select Configuration.

On "Can customers create their own accounts?", select "Yes, by signing up or sending a request".

Screen Shot 2020-10-19 at 17.54.44.png

Please, give it a try and let us know how it goes.

Regards,
Angélica

Sergio Scabuzzo

Amazing! I'll give this a shot, but first I have a question.

I have this service desk setup for all organizations I work with. So if I set Who can customers share requests with, to what you suggested, it will allow all of the organizations to see all of the customers, right? Would setting Any customer in the project, by manually entering an email address work just as well?

I also currently have Can customers access and send request from the help center without logging in, to yes. Is that okay for this functionality?

Or do I have to setup a service desk per organization in order to have them not see each other?

Angélica Luz

Yes, when selecting the option for them to share the ticket with any customer or organization, they will be able to see all customers in that project in case they use the option "Share" to add participants or if there is a user picker field in the forms.

If you don't select this option, they won't be able to share the ticket with people that don't have an account.

Regarding the second option, yes, you can both allow customers to login or not to create requests. The important one for this case is to allow them to create their own accounts.

Having different project for organizations won't work for this case, because once you select the option "Anyone can send requests" on Customer permissions, it will open the project to anyone with an account on the site to create tickets, so all customers will be listed on all projects that have this option enabled.

Sergio Scabuzzo

Great! I'll run some tests now.

There is no way to have the settings you suggest and allow visitors to the portal to add multiple recipients and not have them see all other users? Seems a security issue, if that's the case.

Also strange that it still shows all users across different projects(?).

If this is the case, I guess the only solution is to not allow the portal form to add participants?

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