Inquiry for Implementing Email Filtering for Support Requests

[jira test]

Hey Everyone,
I am reaching out with a specific requirement in the realm of customer support management. Our aim is to structure and optimize the support process by ensuring all customer inquiries are channeled through a special form on our support portal. We want to prevent customer inquiries from being sent directly to us via email without using this form.

The form on our portal contains essential questions crucial for efficient problem-solving. Therefore, we seek to implement the following scenario: Emails sent to our support address without a specific ticket number in the subject line should be automatically filtered or returned with a standardized response instructing the customer to use the form on the portal.

Could you please inform us if there is a possibility to implement such a process? What solutions or tools would you recommend for this requirement? We are particularly interested in a solution that can be seamlessly integrated into our existing system while providing clear guidance to our customers on how to correctly use the form on our portal.

We look forward to your recommendations and thank you in advance for your support.

[Eugenio Onofre · Accepted solution]

Hi @jira test

Welcome to the Atlassian Community.
It is possible using Jira Automation:

1. Automation for Jira: Using Jira's automation rules, you can set up a process to handle emails that do not include a specific ticket number in the subject line. The automation rule can look something like this:

   • Trigger: When an issue is created.
   • Condition: Check if the issue was created via email and if the email subject does not contain a specific ticket number format.
   • Action: Send an automated response to the email sender with instructions to use the form on the support portal. This response can include a link to the form and additional guidance.

2. Filtering and Redirecting Emails: If the email does not contain a ticket number, you can either automatically close the ticket created from the email and send a standardized response or redirect the email to another address with an automated message guiding them to use the form.

3. Customizing the Message: The automated response message can be customized to clearly instruct the customer on the importance of using the form and how it helps in efficient problem-solving.

Please remember to accept this answer as it may also help other community members in the future.

Regards,
Eugenio

[jira test]

Hello Eugenio,

I have a question regarding the automation in our ticket system: When the automation is activated, is a new ticket still created for each incoming email? We want to avoid confusion among our customers. Currently, they receive notifications, and it might be confusing if a ticket is created from an email only to be closed afterwards. We have not yet found a solution to this problem and would appreciate advice or experiences from others in similar situations.

Thank you in advance for your help.

Best regards, 

Jira Test

[Eugenio Onofre]

Hi @jira test

Yes, it is. So unfortunately the automation may cause more confusion to your users though.