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Ticket integration with email services

Arif Abdullayev

Hi, i have a question about the possible integration of outlook with jira. To put it simply, I want to open new ticket or issue in jira using outlook. There is similar future in microsoft planner, but i don't know if it is possible to do it in our case. I assume that one way is to use API key but is there any other ways of doing it?
Thanks beforehand

Accepted answers

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Brita Moorus

Hi, @Arif Abdullayev! 👋

Yes, there are definitely ways to create Jira tickets from Outlook.

Few options you can try:

Email-to-Issue in Jira Service Management:
If you're using Jira Service Management, you can set up a dedicated email address (f.e support@yourcompany.com) so that every email sent to it creates a ticket automatically. Super useful for internal or external requests.
More info: https://confluence.atlassian.com/servicemanagementserver/receiving-requests-by-email-939926303.html#:~:text=From%20your%20service%20project%2C%20select,integrations%20in%20the%20dropdown%20list.
Outlook Add-in for Jira Cloud:
You can install the Jira for Outlook add-in from Microsoft AppSource. This lets you create Jira issues directly from an email.
Microsoft Power Automate integration:
You can also use Power Automate to build a rule like:
“When a new email arrives → Create Jira issue”
This can give you more control over when and how issues are created.

Hope this helps! ✨

Benjamin Linser _yasoon_

Hi @Arif Abdullayev

As Brita pointed out there are multiple ways achieving this goal. I think it depends on your Use case.

One scenario would be using the native Jira Service Management Mail handler. This can be configured and setup quite easily. This will then create tickets/requests depending on your configuration automatically in your project.

Another scenario is to manually create tickets/requests/work items from Outlook. Here you can choose between various add-ins. One is the Outlook add-in for Jira Cloud Brita mentioned.

The company I work for is called yasoon and we do offer Microsoft to Jira and vice versa integrations (not only Outlook Email, also Teams, Meetings etc.). We are a third-party-vendor on the Atlassian Marketplace. See our app here: Microsoft 365 for Jira (Outlook Email, Teams, Calendar) | Atlassian Marketplace

Anyway, we also offer a way to manually create Jira tickets/work items from Outlook. The key difference is the way the email is displayed within the Jira work item (sharing of emails). If you like to know more you can easily book a call with us: Meet Microsoft 365 for Jira

Let us know if you have any further questions.

Arif Abdullayev

First, thanks for the detailed answer but we need free alternative so the add-in is not an option for us.

In terms of using service management mail handler, we actually use ticket management and it is considered as a software project and it is not possible to do that.

But the last option seems okay, i just need to understand how this happens, like is this your product or jira's built in stuff?

Thanks for the answer

Arif Abdullayev

Thanks for the detailed answer but we need free alternative so the add-in is not an option for us.

In terms of using service management mail handler, we actually use ticket management and it is considered as a software project and it is not possible to do that.

But the last option seems okay, i just need to understand how this happens, like is this your product or jira's built in stuff?

Thanks for the answer

Benjamin Linser _yasoon_

Hi @Arif Abdullayev

thanks for your reply

I see. That's true, not using JSM is a blocker there ^^ Well the Outlook add-in from Atlassian is indeed a free of charge solution.

The last way I mentioned is an app developed by the company I work for (yasoon). So, it is our own product which connects from Outlook into Jira. However, this is not a free app unless you have less then 10 users in your Jira instance.

Have a wonderful day!

Arif Abdullayev

Got it, thanks for the answer

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