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How to have automatic addition of an email signature for any comment on the Jira ticket?

Support Programmer

Issue:
Recipients email back to a Jira (...atlassian.net) notification email which is not monitored and so was missed.

Background:
When a Jira user emails to customer. On the Customer's Outlook, the email displays as below. Please note From Email has the <Jira User Name> (redacted) along with notification email. Customers assume this is the email to reply back to us which is incorrect.

Resolution(s):

Any workarounds are welcome.
Our suggestion is to have a message included in auto email signature added for each reply, however, this feature is not available apparently.

Accepted answers

All comments

Joseph Chung Yin

@Support Programmer -

A typical setup in JSM as described - https://support.atlassian.com/jira-service-management-cloud/docs/how-do-customers-send-requests-by-email/ will retreats any reply to noticiation as a comment to the issue.

Please review the following link to ensure your JSM mail handler is setup correctly - https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

Support Programmer

Hi @Joseph Chung Yin ,

Thanks for your prompt response. Yes, we confirm that JSM mail handler is setup correctly and the JSM typical setup is followed by us and our customers for almost 90% of cases.

From the steps below from the link shared to us:

A customer emails a request to your service project’s email address. The request becomes an issue in your service project and is added to a queue.
An agent comments on the issue.
The customer receives an email notification that contains your agent's comment.
The customer replies to the email notification and the reply displays as a comment on the issue in the service project.

When the agent comments on the issue, the customer receives an email notification.

If a customer replies to that email, no problem.
But some of our customers assume Sam.. <jira@CompanyName.atlassian.net> to be the agent's email and they send/reply to it. This is our problem.

Joseph Chung Yin

@Support Programmer -

So, your customers are receiving multiple notifications for the same issue key from agent?

Typically, there should just be one notification received by your customers. Can you confirm if the customers are receiving multiple notifications?

Best, Joseph

Support Programmer

HI @Joseph Chung Yin ,

Answering your question:
No, they are not receiving multiple notifications for the same issue key from agent.

They receive the notification email in their Mailing App (i.e. Outlook) when we (agent) respond to them in JSM ticket.

When they reply back from Outlook to the correct email address, it is recorded in JSM ticket.
However, if they reply to the 'Jira Notification Email Address' (since agent's response is sent out to them with 'Jira Notification Email Address' as Sender), this is when these (customer) emails get missed.

Please let me know if it was not clear, I am happy to rephrase.

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