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Adding an agent's Outlook reply to a JSM ticket without manually CC'ing the collection address ?

Serigne

Hello,

We are testing Jira Service Management (company-managed, Cloud). Agents can already reply to customers from within Jira ("Reply to customer"), which works.

What we want: allow agents to reply to a customer directly from Outlook (shared support mailbox) and have that reply automatically added to the correct ticket, WITHOUT manually adding the Jira collection address as a recipient/CC each time (outlook or other).

Is this possible natively in JSM?

Thank you for your help.

Accepted answers

Marc -Devoteam-

HI @Serigne

Why, would you want this.

Agents should work from JSM tickets and their comments will be email to the customer who reported the ticket.

If you work from an shared mailbox, why use an ITSM tool!

Arkadiusz Wroblewski

Hello @Serigne

Like @Marc -Devoteam- I’m not sure this approach makes sense from a process perspective.

You are basically turning the system into an information storage tool instead of using it as an actual ticketing system.

That looks like overcomplicating a simple Process.

Best,

Arek🤠

All comments

Marc -Devoteam-

HI @Serigne

Why, would you want this.

Agents should work from JSM tickets and their comments will be email to the customer who reported the ticket.

If you work from an shared mailbox, why use an ITSM tool!

Arkadiusz Wroblewski

Hello @Serigne

Like @Marc -Devoteam- I’m not sure this approach makes sense from a process perspective.

You are basically turning the system into an information storage tool instead of using it as an actual ticketing system.

That looks like overcomplicating a simple Process.

Best,

Arek🤠

Serigne

Hi @Marc -Devoteam-

Thanks for your answer.

I am asking just to know if that type of case can be handled if for some reason it happens.

Marc -Devoteam-

Hi @Serigne

Could be but it's no logical and I won't implement such a solution.

As providing such a solution it will be used.

Work in my opinion, should happen from within JSM and the mailbox should not be access by users anymore

Serigne

Hi again @Marc -Devoteam- @Arkadiusz Wroblewski

I noticed that on Jira Service Management Cloud, when a customer sends a richly formatted email (not from the portal), the ticket comes out degraded: inline images become "Preview unavailable" (kept only as attachments), bullet/numbered lists are flattened and signatures are not handled well.

Is there a native setting to preserve the original HTML formatting and inline images in the ticket body? If it's a known native limitation, which Cloud-compatible Marketplace app do you recommend for faithful rendering of complex incoming emails?

I tried things like activating HTML parsing and already tested a Marketplace app (Email This Issue) but I did not manage yet to keep the format. If you could provide any help about that I'd take it. Thank you in advance.

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