JIRA and Email

Brian Lillis September 18, 2016

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

2 votes
Lenny Emmerton September 19, 2016

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.

Cheers

Lenny Emmerton

Elevator for JIRA

0 votes
Vladimir Horev _Raley_
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October 23, 2016

Hi Brian,

You can try out Raley Email Notifications for this

https://marketplace.atlassian.com/plugins/net.vacom.jirassimo/cloud/overview

Cheers,

Vlad

0 votes
noamdah
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September 18, 2016

Check out this add-on or this add-on

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