Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Celebration

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root

Avatar

1 badge earned

Collect

Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!

Challenges
Coins

Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.

Recognition
Ribbon

Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!

Leaderboard

Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
4,556,360
Community Members
 
Community Events
184
Community Groups

Best ways to start a new conversation with a customer in JSM

We are looking at utilizing Jira Service Management to manage an email inbox one of our customer facing teams utilizes to connect with customers. While often customers email in with their questions or concerns, often times we also need to proactively reach out to them. We'd like to eliminate all access to the email inbox and just have it flow through Jira Service Management. 

For those that need to start a new conversation, do you typically just create a new task or subtask and then email to customer? Or do you utilize an app? 

We don't want the experience to feel different for our customers if we can because they like emailing or calling in but our inboxes are overfilling at the moment. 

1 comment

Kai Sören Becker
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
Jan 12, 2023

Hi @Amelia Giuliani ,

from my experience, I would always tend to use a different tool for sending mail.
Jira is not meant to proactively send messages to customers.

The easiest way would be to send a mail from an appropriate tool, or from a mailbox, and set the reply to address to the respective support address.

Comment

Log in or Sign up to comment
TAGS
AUG Leaders

Atlassian Community Events