We are using JIRA for customer support ticketing.
Currently, we receive tickets via email into outlook and JIRA automatically creates an issue with the content from the email.
However, we just use JIRA for audit purposes for keeping track of the issue. We still need to reply to the original email in outlook to reply to the ticket.
Ideally, we would like to reply directly to the email from JIRA and do not return to outlook.
One solution is if JIRA attached the email to the issue when it was being created. However, the current JIRA mail handler does not allow that functionality. Is there any 3rd party plugin that could this for us or alternatively, is there another way to solve this issue.
Hello Brian. We use Email This Issue. It gives you the flexibility to Email the issue directly from the JIRA UI, or use JIRA Workflow to automate the acknowledgment and reply to the customer. We use the workflow option so we can take advantage of the HTML templates. Happy to explain in more detail how we have set this up to handle our email enquiries.
I have multiple projects that use variations of the same base workflow. The variations depend on the requirements of the project or issue type. The variations mostly come in the form of new statuses ...
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