Want customers to see replies from jira in outlook as one email thread

Question

Is there a way to ensure customers using microsoft outlook or other email clients see all the conversations in one email thread whenever i "reply to customer" in JIRA.

riht now they only see the latest/last comment sent to them. looking to have them see all other previous replies just to create the outlook feel to them.

Are there native ways to implement it in JIRA or any alternatives/workarounds?

Andrea Rákosfalvy _META-INF_ · Answer

Hi @Akin Gbadamosi

If you are open to using a third-party app, I recommend looking at Email This Issue (I am from the Email This Issue support team).

With the app you can send emails manually with a Reply functionality that is very similar to mail clients (ie. it retains the full original email you are selecting to reply to) - and save the new content in comments so you also have it easily visible on the work item itself.

Another option with our app is to use comments as you are using now with our notifications and to include comments in a highly customizable template supporting multiple comment rendering macros. One of the most powerful comment macros allows you to specify how many comments you want to include, whether these should be only public comments, or internal ones, or both as well as the order you want comments to appear in.

We would also be happy to provide a demo—feel free to contact our support team to request one.

Andrea
META-INF support

Akin Gbadamosi · Answer

Thanks for the comment Calvin. Will adding the subject/description show all previous reply to customers as i currently dont see my reply to customers in the description field. They appear under comments.

How do i implement this automation " {{issue.comments}}".

I tried to add this to the public comment customer notification but that did not work. I thought because since it is not part of the available variables, that was why it did not work.

How can i make this smart value work?

Calvin · Answer

We've had this request too, coming from another system users would look through the email replies to know how to reply back. But in JSM it only has the comment so the user doesn't have the context behind it.

At the same time we've had some users prefer it since it then doesn't make the email super long when its big with a lot of back and forth.

We just add the Subject / Description on the bottom part of the customer notification and for the most part people have accepted it.

We do have one particular notification that comes via automation, in here we smart values like {{issue.comments}} or for the last comment if you want to keep it short {{issue.comments.last}} it might wonder in the customer notification area?

Please double check you aren't sending out internal comments if you do use the above.