We often communicate with our clients about support issues. What is the best way to send an outbound message to our clients that will also be support tickets?
The best way is to use the Reply to customer option in JSM, that will generate a Customer notification that the customer can reply to. That way there is no need to leave JSM to communicate with the customer.
You can find more information about this in this KB.
@David Scherer -
What @Mikael Sandberg suggested is the best way if you are refer notify your customers on his/her issues created via the portal UI.
In your other ask posting, since you are also using automation rule setup. You can use both send custom email + comment on issue actions in your rule.
For comment on issue action, you can specify the comment visibility to "Share with customer", so your customers will see the comments in his/her issues reported via the portal UI.
Hope this helps.
Best, Joseph Chung Yin
Jira/JSM Functional Lead, Global Technology Applications Team
Viasat Inc.
The other suggestions work great if the customer already created an issue, or if you need to create an issue for an existing customer.
When both aren't possible, for instance when you are "cold e-mailing" a customer, you can use a plugin. We ended up using MailMe. It isn't ideal but it gets the job done. When people reply to your e-mail, an issue will be created.
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