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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
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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.


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