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Recipients email back to a Jira (...atlassian.net) notification email which is not monitored and so was missed.
When a Jira user emails to customer. On the Customer's Outlook, the email displays as below. Please note From Email has the <Jira User Name> (redacted) along with notification email. Customers assume this is the email to reply back to us which is incorrect.
A typical setup in JSM as described - https://support.atlassian.com/jira-service-management-cloud/docs/how-do-customers-send-requests-by-email/ will retreats any reply to noticiation as a comment to the issue.
Please review the following link to ensure your JSM mail handler is setup correctly - https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/
Hope this helps.
Best, Joseph Chung Yin
Jira/JSM Functional Lead, Global Technology Applications Team
Hi @Joseph Chung Yin ,
Thanks for your prompt response. Yes, we confirm that JSM mail handler is setup correctly and the JSM typical setup is followed by us and our customers for almost 90% of cases.
From the steps below from the link shared to us:
When the agent comments on the issue, the customer receives an email notification.
If a customer replies to that email, no problem.
But some of our customers assume Sam.. <jira@CompanyName.atlassian.net> to be the agent's email and they send/reply to it. This is our problem.
So, your customers are receiving multiple notifications for the same issue key from agent?
Typically, there should just be one notification received by your customers. Can you confirm if the customers are receiving multiple notifications?
HI @Joseph Chung Yin ,
Answering your question:
No, they are not receiving multiple notifications for the same issue key from agent.
They receive the notification email in their Mailing App (i.e. Outlook) when we (agent) respond to them in JSM ticket.
When they reply back from Outlook to the correct email address, it is recorded in JSM ticket.
However, if they reply to the 'Jira Notification Email Address' (since agent's response is sent out to them with 'Jira Notification Email Address' as Sender), this is when these (customer) emails get missed.
Please let me know if it was not clear, I am happy to rephrase. :)
What do you mean by "reply back from Outlook to the correct email address" vs reply to the "Jira Notification Email Address'"?
Can you provide examples for clarification? For some reasons I am not seeing the issue if customers just reply on the notification that he/she received.
HI @Joseph Chung Yin ,
"reply back from Outlook to the correct email address" means:
Customer replies to our Customer Service Email Address.
[This is when Customer clicks on 'Reply' or 'Reply All' button in Outlook App.]
"reply to the "Jira Notification Email Address" means:
[Customer views the Sender Email Address (i.e. the email address shown below) and sends their reply to this email address.]
Please let me know in case of any more doubts. Thank you.
Unfortunately, that is how it works by default. Each email has additional hidden data/ID/tread references. So when one reply back using the notification message, it correctly add the reply as a comment.
However, if one sends a message using the address, it will not work. It is because there are no references (in the hidden data of the message associates back to the original issues). It treats the email as brand new email.
If you have question on the default behavior out of the box, then you will need to contact Atlassian Support (https://support.atlassian.com) to see if they can open a product enhancement request for you.
Hope this helps. If my suggestions so far helped you, please click on Accept answer when you have a chance.
Sorry for the delay on replying back to you. Yes, unfortunately I am not aware of any workaround available. Hopefully, Atlassian Support can add your ask as an enhancement for their product in the future.
If all of my suggestions helped you, please click on "Accept answer" when you have a chance, so others with similar asks can see this post as an answered one.