Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
4,299,829
Community Members
 
Community Events
165
Community Groups

Is it possible to continue in the original thread sent by customer when answering from JIRA?

Hi - I have set up a custom gmail account into our service desk and see incoming customer emails correctly. When I reply to those emails from the JIRA ticket I find that an NEW thread is created and sent to the client. I would like the responses from JIRA to be continued in the same thread so that our internal teammates can see that we are indeed responding to customers. 

Is this possible?

1 answer

0 votes
Jack Brickey Community Leader Feb 24, 2021

Hi Sydney,

if you mean to say that you want public comments to be threaded, having the previous emails included then that is an open suggestion that is being worked on by Atlassian. It may be a bit before we see it though. If you need so,etching immediate consider an addon like JEMH.

Yes, I mean public comments that are sent through JIRA in response to a customer's email. Does JEMH do this? 

Jack Brickey Community Leader Feb 24, 2021

Yes it does. I use it for that purpose today. 

Like Sydney Hollingsworth likes this

Hey @Sydney Hollingsworthdid that work for you? Similar was my case. I faced this issue in a couple of tickets. The comments in a JIRA Ticket are creating new threads in email. However, this is not the case for all the other tickets. 

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Published in Jira Service Management

Coming Soon: Insight Changing to Assets

The 2020 acquisition of Mindville added powerful asset and configuration management capabilities to Jira Service Management in the form of Insight. Following the completion of that integration, custo...

444 views 3 13
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you