Hi, could anyone help with the following problem:
We want to auto-respond to a customer support email which has a certain keyword e.g. "new feature" in subject line. However, by using Automation, the response email comes from no-reply@automation.atlassian.net and therefore creates a new issue. We'd like to become a comment under the existing issue.
Some background:
1. Our customers send support to support@ourdomain.com
2. That email is linked to our Jira Service Mgmt cloud and creates a ticket
3. We have automation in place that with "new feature" in the subject line, it automatically turns it from "Support" issue to "New Feature" issue and also changes the summary of the issue to "New feature ****", where **** is a keyword that we look up from the body of the email. So if someone says "dark mode" in the subject, the summary becomes "New feature: dark mode" + "dark mode" gets added as a label.
4. The last automation we use is IF support email with "new feature" in subject line comes in that has "dark mode" in body - then respond with a standard email e.g. "Thanks, dark mode on the way". While we add support@ourdomain.com as the reply-to field, the automation email comes from no-reply@automation.atlassian.net by default and thefore by default creates a new support issue - instead of falling under the existing new feature ticket "New feature: dark mode" comments.
5. Finally, we have customer notifications turned off (as we dont like standard responses, but want custom ones based on email content).
So: any solution to make a custom-text criteria based auto-responder that automatically responds to customer while keeping the message as part of the existing ticket?
Hope that made sense!
Thanks
