Using JIRA Service Desk to message external users (Non-JIRA) that have submitted a bug request

Question

We currently use JIRA Service Desk (cloud instance) to collect bugs and other requests from users on our site. Users submit their email addresses and we see those in the description of the issue as a custom field. My current workflow is to review the issue, open a templated email on outlook to respond to their issue, and then try and route the issue toward someone on our dev team.

My ideal workflow would be to review the issue and respond to the user from within JIRA--thereby reducing all the small steps in between.

I can't grant our users JIRA access so they need to remain external users.

Has anyone figured out a solution for this? Is there some setting in JIRA service desk that I'm glossing over?

Raphael_m09ics · Answer

Hmm, isn't canned responses what you're looking for?

Not canned per-se. My template has a standardized subject line with the issue number, and the date that their issue was submitted. It also includes a recap of the issue they're having, and sometimes specific questions to get more information or clarification. It varies with each issue submitted. In that sense, canned responses wouldn't be ideal.

I'm ideally looking for something akin to how commenting on tickets work now: sharing the comment with a customer, or internally.

As for this part, you can create a issue in the dev teams project and use automation to transition requests when the dev team's issue is transitioned.

I'll take a look at this, thanks!

Timothy · Answer

open a templated email on outlook to respond to their issue

Hmm, isn't canned responses what you're looking for?

* https://www.atlassian.com/blog/jira-service-desk/get-time-back-canned-responses-sla-copy-configurations-jira-service-desk-server

Your end users will still come back to your Service Desk and respond to you there.

route the issue toward someone on our dev team

As for this part, you can create a issue in the dev teams project and use automation to transition requests when the dev team's issue is transitioned.

* https://confluence.atlassian.com/servicedeskcloud/automating-your-service-desk-732528900.html