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How can we turn customer replies into public omments?

Rubèn C.

Hi,

can we allow customers to reply to a JSD notification and turn that reply to a public comment? If it is possible, how?

We do not have Email Channel enabled and we do not plan to enable it.

Thank you.

Accepted answers

Rubèn C.

Thank you all for your responses.

We had to set up the app Enterprise Email Handler (JEMH v3) to make it work.

And now it works great.

All comments

Jack Brickey

In cloud any reply via email will be a public comment. odd that you are not seeing this in server.

Kian Stack Mumo Systems

I'm a little confused.. you want to consume emails without turning on the email channel?

Jack Brickey

i think rcy is referring to not leveraging the email channel for creation of tickets. However, the outbound notifications are independent and a customer can reply to the notification (above line) and it should be a comment in the ticket.

Kian Stack Mumo Systems

Jack, I believe you still need to set up a mail channel in the JSD project. I do not believe that you can just reply to a notification from Jira and it'll automatically know how to append that as a comment on the ticket.

Dirk Ronsmans

Indeed, I believe you need to at least set up a mail handler to convert incoming emails in to either a new issue OR a comment to the issue.

Rubèn C.

Hi, we are on Server. The replies do not bounce back but neither are added as comments. My best guess is because we need to have Email Channel on but I wanted to know if there is a way around that.