Agents can reply/comment by email to an issue as customer do?

Jorge Marco

We are using JIRA Service Desk 3.0 and have created several projects (each with his support email account so customer can create/comment issues by email)

Now, we have found that when customer create a new issue, notifications to agents are different from notifications to customer, so they can reply by email to this notification but agents can only reply from the web application (not by email)

We see a field inserted into email-notifications to customer different to every project ("reply-to: xxxx@xxxx.com") so replies goes correctly to that email account but this field is not included into email-notifications to agents (ending in an error because the reply goes to the general outgoing email account)

Is this a feature or a misconfiguration?

Thanks in advance

Paulo Hennig

Hello Jorge,

As the agent can access the JIRA interface, the notifications sent to them will be according to the notification scheme and the notifications sent to the customers will be according to the default SDS notifications and any other automation rule that you already made it. You can check additional information in the following link:

• https://confluence.atlassian.com/servicedeskcloud/managing-service-desk-notifications-732528936.html