Alternative to Automation for customer reply (Automation limits)

Markus Ernst March 7, 2024

Hi Community,

we are using Jira Automation whenever a customer replies via email for changing status to something like "customer replied". This works perfect for us. Due to the new automation limits, we are unfortunately reaching a limit. Does anyone know of an alternative? I can't see upgrading to premium just for this.



1 answer

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Dirk Ronsmans
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March 7, 2024

Hi @Markus Ernst ,

You can consider using an app for this which takes over your email functionality like "Email This Issue" (not affiliated, just a fan)

The app allows you to take more triggers than the regular automation/customer notifications does and gives you the option to create your own (high fidelity) templates as well.

So if automation to customers is triggering too much on your environment I would consider going the route of a mail handling app. It's still going to be a cost, but less than Premium and also a more to the point solution for your use case.

You can always install a trial to see if it works for you.


Markus Ernst March 7, 2024

Many thanks Dirk. That is definitely an interesting approach. I will look into it more closely. I would be interested to see how others solve this, as I'm sure everyone uses the automation for the status change for an incoming email. Presumably many are using premium.

Markus Ernst March 14, 2024

We are already using Scriptrunner for Jira. Does anyone have experience in automating the use case "whenever a customer replies via email for changing status to something like "customer replied" " with Scriptrunner? Thanks!

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