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Different auto reply based on ticket source Edited

Our Jira support is set up in a way that tickets are coming from 2 different support email addresses (from our organisation and our re-seller) for me to answer and take care of all of them. They are coming into the same place - same support desk.

Is there a way to system can automatically recognize which email address the ticket came from and based on that information set up the auto-reply when the ticket is being created? One would be addressed to our customers, and the other one would be for our re-sellers customers.

Thank you for your prompt reply. 

 

1 answer

2 votes
Dirk Ronsmans Community Leader Oct 08, 2020

Out of the box this seems not possible.

As a workaround, You could remove the notifications and use an automation to send out the email with those but that seems like a dirty trick.

Another one that should work is using an app such as JETI (Jira Email This Issue). There you can use a JQL to define when what email is sent out so if you have an identifier on the ticket (customfield perhaps that is set on creation) you could trigger the correct email template there.

https://marketplace.atlassian.com/apps/4977/email-this-issue?hosting=cloud&tab=overview 

I am in no way affiliated with this app but use it myself and the use-case seems valid.

I'm with Email This Issue and I can confirm, Dirk's response. With this app, you can set up different auto acknowledge emails. If you need help setting this up, please let us know.

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