Can Service Desk use the reply-to email field when auto-responding?

[Samuel Adu]

Hi folks,

We have some request from end users that hits our API. The API then sends an email to an inbox that is linked to Service Desk. Issue is created and an acknowledgement email is set back to the sender. All good, except the sender is a no-reply email address tied to our API.

We have set the actual user's email address in the reply-to header of the email, but that doesn't seem to have done the trick. Is there a way to get Service Desk to respect this, or do we have to take a different approach to creating these issues (i.e API integration perhaps?)

[Trudy Claspill · Accepted solution]

Is there a reason that the users can't send the request directly to the email that is linked to the Service Desk project?

When your API sends email to the inbox, to what is the Reporter field getting set to during the issue creation? The automated response should be going to the email associated with the Reporter of the issue, and the Reporter of the issue should be getting set to the Sender of the email. I don't think there is a method for using the Reply-To field to set the Reporter and subsequently specify the destination of the acknowledgement.

Is the original user that hits the API a registered customer of the Service Desk. Is their email getting included in the CC for the email the API sends to the Service Desk inbox? 

[Samuel Adu]

Hey Trudy,

The original user is not registered customer of Servicedesk. We are using Servicedesk to manage various customer issues. One of which simply allows our registered users (of our application) to flag inappropriate content by simply clicking a button.  We'd like to:

1. Make sure that our service team have all of these reported content policy infringements in service desk as tickets
2. Automatically email the user once they report the issue. Once the service team verifies the issue, the Service Desk agent can update the ticket so that the user gets notification of the action taken

Does this sound like something that we need to handle via a ServiceDesk API perhaps?

[Trudy Claspill]

Do you want to send the user just the acknowledgement email, or do you want the user to get emails for updates that you make to the issue and be able to comment on the issue and see it in your Service Desk portal?

If you want to send them a one-time acknowledgment email only, that can be done using Automation for Jira, if you include the original sender's email in the content of the email your API sends to Service Desk. You could use the Automation feature to parse through the issue Description to find the email address, and then use that address in a Send Email action.

https://support.atlassian.com/jira-software-cloud/docs/automate-your-jira-cloud-processes-and-workflows/

If you want the users to get future updates on the issue and be able to interact with the issue, then the original sender's email needs to be added as a CC on the email to Service Desk from the API. That will add the user to the Participants field of the issue and automatically send an Invitation to that email address for the user to complete becoming a registered customer of your Service Desk by completing set up of their Atlassian account.