Automated Email Recipient can reply to ticket

Question

This is one of those is this possible questions...

Currently have an automated rule setup where a customer receives an email when a ticket is created with preset phrase in the summary.

This works beautifully, however what I would like to know, is if there is anyway that the recipient of the automated email can then reply to the email and the response is then added to the ticket?

Currently replies would be sent to no-reply@automation.atlassian.com

I realise there is a "reply to" field in the more options, however this would just go to a standard email and the response would not be added to the ticket

Answers on a postcard...

Andrew Lee_1jtap9 · Answer

anyone have any insights into this?

Kyle_i6e32u · Answer

{{reporter.emailAddress}} works for us.

Side note:

I used {{initiator.emailAddress}} but it makes the "Reply to" address in the email the "Actor" on the rule. (For us that is a service account that isn't a human.)

But I have used {{initiator}} in other parts of automations, and it actually references (for lack of better words) the user that does the action that triggers the rule.

So maybe a bug?

unknown · Answer

Hmm how would one insert the hyperlink onto the automated email other than manually Inserting it back onto the body of the request?