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Email configurations for Comments between Support and Users

In communication with our clients (users), If:

a User creates an issue, and Support makes a comment on the issue. An auto-generated notification email is sent to the User.

Q: Is there a way to set up the email, so that the User can "reply" to the email and their reply will be added to the comments section of the issue? Instead of the User needing to log in, access the Issue and then make a comment on the issue?

There are multiple people in our Support team who all need to be notified of responses. Right now we have an email address to send the emails, but that address only goes to 1 person on "reply". I think this can be remedied by having an alias email that goes to multiple mailboxes (unless there is another way to have replies sent to multiple recipients) 

JIRA does send notifications to the entire support team when a comment is made, but I  would like to set it up so User email replies are made into comments which can then be logged and viewed on the issue. Even if we set up the email reply to go to everyone on the team, the correspondence between the User and Support needs to be logged and not just in our emails somewhere.

Is this possible?

1 answer

0 votes

Looks like you want to setup an incoming mail where user reply to notification from Jira and added as a comment in a ticket.

 

You can do this by setup and incoming mail as documented below:

https://confluence.atlassian.com/adminjiraserver071/creating-issues-and-comments-from-email-802592933.html

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