Is JSM able to open and reply to tickets in the email thread it was raised?

Question

Hello!

I have been trying to find out if there's a way to configure JSM to reply to to requests raised through emails in the same email thread it was created from?

Example: Customer raises a request through their personal email, I would like JSM to reply to that email thread with a ticket number and be able to continue the conversation thread on that same email chain.

My organization was previously using Halp (acquired by Atlassian now) and Halp was able to allow for the email replies directly into the customer's original request email. I have searched through the articles on here and asked ChatGPT what solutions there are but so far none that has been able to resolve my issue.

Would really appreciate any info! Thanks

Abdallah Ahmed · Answer

Im phasing same issue here, have you found a solution ?

britney.zhou · Answer

Thanks so much for the reply Joseph. In regards to JSM using the email, I was wondering if Jira is able to reply directly on the email thread that the customer opened the ticket on.

Currently for us, when a customer raises a ticket through email, our system detects it and replies with a new email chain and the ticket number. The communication is then continued on the new email chain rather than the original email that the customer sent the request in.

I was looking to see if there's any way for Jira to reply in that original email request thread rather than replying with a new email thread.

Hope that clarifies the ask.

Joseph Chung Yin · Answer

@britney.zhou -

Welcome to the community.  After you configured your site to allow issue creation via email, if an user (typically agent) reply on the same email thread, it can be configured to add the reply as issue comments.  See this reference link - https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/

It is not clear on what do you mean by "JSM' using the email for replying back to the customers?  Please advise, so we can further assist you.

Typically, the user will receive notification that the issue is created and then the user will simply interact with the agents via the portal UI on his/her issues.

Best, Joseph Chung Yin