Mails to client from Jira

Oriol Martínez Toro

Hello, I have a support project set up on Jira. My personal Gmail is linked to it and every time I receive an email, a ticket is created in the Jira project- which works great. However, if I reply to any emails, clients get an additional email from Jira that I'd rather they didn't receive. They should only get my response because when they reply back to me, they also receive another email from Jira.

I've tried going into the project settings and deactivating all customer notifications but doing so stops all incoming emails to Jira entirely. What's crucial for me is that all my account emails are directed to Jira so everything can be managed from there and responses sent directly through it as well.

When a client responds back, their message should be added straight onto Jira too. But what shouldn't happen is them receiving an email indicating that they're part of the system within Jira itself. Does anyone know how this can be configured? Thank you.

Charlie Misonne

I had a similar requirement some time ago.

Users had to mail to a certain email address and these email were created as Jira ticket. But the users were not allowed to know about Jira. We looked for a solution where they don't get a signup email, no links to the issue they created, no Jira logos etc.

The outgoing emails from Jira to the user could be done with a simple automation rule. But the difficulty lies in avoiding the users being created as Jira users so we looked further.

Here is how we solved it:

We purchased Email this issue (Jira enterprise mail handler can do it too) and configured it as follows:

• The plugin reads incoming mails and stores the sender's email address as a custom "email" field.
• The plugin then creates a ticket from the email. We set a default reporter to some generic user called noreply in our case.
• With the plugin's email notification scheme we send a custom email to the address we stored in the email field previously.
  This works great and you can even add your own branding to the emails

 

Hope this helps!