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Can Service Desk Agent able to add public comment via email instead of JIRA?

Eric Cheng_qqshk5

Hi,

As service desk customers able to add the public comment by email. May I know service desk agent can able to leave a public comment via email?

Regards,

Eric Cheng

Accepted answers

Olga Videc

Hello Eric,

Yes, he can, if he can simply comment on notification he got from SD about an issue being created or commented.

He doesn't even have to be a reporter or assignee or request participant, simple answer on a notification

All comments

Olga Videc

Hello Eric,

Yes, he can, if he can simply comment on notification he got from SD about an issue being created or commented.

He doesn't even have to be a reporter or assignee or request participant, simple answer on a notification

Eric Cheng_qqshk5

Any mail handler need to be added in the system?

Olga Videc

No need, you have configured your Service desk right?

Service desk has an email, but that you probably know

Eric Cheng_qqshk5

Email configured. I assumed that end customer can only receive the email from JIRA Service Desk but service desk agent will receive the notification which is JIRA format.

My question is agent will only receive the notification which is JIRA format. It is possible to just reply the email on top of the JIRA notification to add the public comment?

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