At the moment our team is utilising Google Conversation for emails, and the present problem is that emails can get misplaced, making it difficult to follow up on and maintain track of them, due to outgoing and incoming emails all being mixed together.
Our current issue with Jira is that we can only see the emails that customers send to us, we are unable to access prior communications with customers as this would come from our personal Gmail account.
The team needs to be able to see what information was previously requested or provided, and follow the thread. We must be able to create and send emails from JIRA so that the whole team has visibility, and also the incoming emails.
They should be easy to follow in a thread, and incoming emails that have been dealt with can be marked as done and are removed from the queue.
As a result, we have a record of every customer communication the team has had with customers and the responses they provide.
Any advice on ways forward?
