Send Automatic Email Response With Issue ID

Question

I'm setting up a ticketing system in Jira for a technical support team, the biggest part of our tasks consists of resolving issues of our clients which we get via our support inbox.

I now have setup an mail handler that creates an issue from every incoming email thread. The outlook mail server automatically sends a confirmation email.

My manager would like to include the issue id of the created issue in the automatic response and I can't find the solution for this.

Is there any way this can be accomplished?

Thank you so much, I look forward to your response.

Miro Noordzij · Answer

Dear @Charlie Misonne

Thank you so much for the help, I'm gonna dive into the automation rules.

And to @Bill Sheboy

Thank you so much for the tip, as of now me and my team are still trying the services out but it's very likely will be going to upgrade.

Kind regards,

Miro Noordzij

Bill Sheboy · Answer

Hi @Miro Noordzij -- Welcome to the Atlassian Community!

Some additional information if you try the automation rule suggestion from Charlie:

You appear to be on a Free license level for Jira Cloud.  If that is correct, there is a limit of 100 emails / 24 hours for the entire site for that license level.  That includes all email: notifications, automation, new user invites, etc.  If you exceed the limit, emails will halt for the remainder of the day.

https://support.atlassian.com/cloud-automation/docs/automation-service-limits/

Kind regards,
Bill

Charlie Misonne · Answer

Hi @Miro Noordzij and welcome to the Atlassian Community!

How exactly are you sending the confirmation email?

The outlook mail server automatically sends a confirmation email.

Did you set up an automatic reply in Outlook or did you configure something in Jira?

You can configure a Jira automation rule to send an email to the original email sender each time Jira creates a ticket from the mail handler. In the email you can use {{issue.key}} as a reference to the created ticket.

Jira automation - Send email