How to improve Email Ticket Appearance in JSM

Question

Our customers can create tickets via the Jira Service Management (JSM) Portal or by emailing helpdesk@mycompany.com.

Tickets created in the portal appear neat and organized in JSM. However, email-generated tickets often become cluttered, as JSM places all items from email signatures (pictures, icons, text) into a long column, making the ticket look messy. After a few exchanges, the ticket becomes even more chaotic, with repeated icons and signatures.

We have some basic automation to hide text after 'Regards' or 'Thank you,' but it's not foolproof, as customers often use different signoffs.

Disabling email-generated tickets isn't an option right now. We need better automation or perhaps AI to clean up email signatures in tickets. Alternatively, I'm looking for a setting in JSM to display email signatures correctly. Any ideas or recommendations?

Thank you for your attention and input

korowa_ags · Answer

Since we're on a premium plan, I should probably log a ticket with Atlassian support to see if they have a solution. Or do you think they'll just tell me the same thing?

I appreciate their focus on new technologies like AI, but it would be great if they could also fix basic issues, like correctly displaying email signatures.

Mikael Sandberg · Answer

The underlying issue is that the mail handler in Jira is plain text, it tries to handle html, but especially when it comes to signatures it has issues with it. The only other option would be to add an external email service and hope that it handles signatures better.

korowa_ags · Answer

Thanks, Mikael,

We already have a setting to hide email signatures using custom text triggers like 'Thank you,' 'Regards,' etc. However, as you and I mentioned, this approach isn't foolproof. While I'm exploring better ways to hide signatures, I need to configure JSM to display email signatures the same way they appear in Outlook, at least for now.

How can I achieve this? Also, why does JSM place all signature elements into a long column? While some icons in the signature look small in Outlook, they are enlarged in JSM. Because of this, communication with clients looks unprofessional.