Alternative to Automation for customer reply (Automation limits)

[Markus]

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.

Thanks!

Markus

[Dirk Ronsmans]

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]

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]

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!