JIRA and Email

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.


3 answers

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.


Lenny Emmerton

Elevator for JIRA

Check out this add-on or this add-on

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted Oct 09, 2018 in Jira Core

How to manage many similar workflows?

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 ...

391 views 6 0
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you