When I reply to a ticket, I want to trigger an email to customer.

Question

* When I reply to a ticket, I want to trigger an email to customer. Any other updates of the ticket.
* Also customer can add comment to a ticket by emailing.
* I also want to set customer as a reporter by auto registering them for the portal (without license)

Charlie Misonne · Answer

Hi @dzaidi

You will have to check/ enable a few settings.

* Emails to customer
Can be configured via customer notifications in the space settings just like @arielei mentioned.
On that page you can enable the notifications you need.
* Customer can add comment to a ticket by emailing.
This should be OK by default  but you can check it via the space settings -> Channels & Self service -> Email
You will see the incoming email address and reply-to setting.
* Set customer as a reporter by auto registering them for the portal (without license)
For this you need to make sure customer accounts can be created on the fly when they send an email and do not exist in Jira yet.
Go to the Jira Admin Settings -> Jira Service Management -> Customer access
There is an option Allow customers to create accounts. You might want

I hope this helps!

arielei · Answer

Hello @dzaidi

Go to your project settings -> Customer notifications and enable what you need.

If a user will get an email, and they will respond, it will add the comment automatically to the ticket without the need for a license.

Ariel.