Email CC, and merging the response

Question

Hi all. I have what i suspect is not a unique issue, but one which I cannot figure out how to solve. Let me outline step-by-step, and highlight where it breaks....

- We send an automated email from our platform to an external party.

- A support team is copied into this, on an email channel of Service Desk Management

- We auto close this, as we don't want to spam the internal team with these, but they do need to see the response. (Rule to transition tickets from our sender email on receipt)

ALL GOOD

Now, when the external party responds, what would be perfect is if that added as a follow up to that original ticket and reopened the case, which I am trying to allow for in workflow. That allows us to have a single case per request, and also to clearly see the cases that have not been responded to from a queue.

If anyone ahs done something similar, and could offer some guidance it would be greatly appreciated

Dave Courtley · Answer

Thanks Ariel.

I should have said, so apologies, the external party can be one of many. It's prompts from a reservation platform to various ticketing partners, so may not work as you have described, which I think is a assuming a single recipient.

arielei · Answer

Hey @Dave Courtley 
From what i understand:

You are sending an email out side of Atlassian and to the external party and also to the support team.

If that is the case i would recommend to change it.

First step, send an email to the support team ONLY.

The email body will be in the description of the JSM work-item.

Then, simply create an automation to write a comment to the external party to have a look, and they will get the ticket on the portal side, and they will be able to respond there or if they will respond to the email from the JSM - both of them will update the JSM work-item and will not create a new work-item.

For that you will need to add the external party as a customer to your portal.

That should solve your issue.

Does that make sense to you?

Ariel.