Make responses to email request in Jira ticket appear in original email request

teijiro.nishimura
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January 22, 2024

Right now, if you send an email to our Jira service email, an new ticket is created in our que. The issue is that when we reply to this ticket, the customer does not see our reply in the Jira ticket as a reply in their original email.

Ideally, we would like to be able to reply to customer issues raised through email with the JSM ticketing system. But our customers would like to only see the email thread they started and also make sure that members that are cc'ed to the email also see our reply. Is it possible to make replies in Jira ticket appear as a reply to the customer's original email?

 

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Eugenio Onofre
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January 23, 2024

Hi @teijiro.nishimura

Welcome to the Atlassian Community!

Jira Service Management has email integration features that allow for efficient handling of requests and communication via email. Here are the key steps and considerations for setting this up:

  1. Email channel configuration: First, ensure that your Jira Service Management project is correctly set up to receive emails. This involves configuring an email channel that automatically creates tickets from incoming emails.
  2. Email handlers: Jira uses email handlers to process incoming emails. You need to set up an email handler that can understand and appropriately tag or comment on issues based on email content.
  3. Sending replies as email: To ensure that your replies to Jira tickets are sent as email replies, you need to configure Jira's outgoing mail settings. This includes setting up an SMTP mail server and ensuring that the email notifications are formatted correctly.

The complete documentation for cloud email supporting can be found below:
https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-email-address/

Please remember to accept this answer in case it helps you resolve your question as it may also help other community members in the future.

Regards,
Eugenio

Ben May 20, 2024

Hi Eugenio, I think you have missed the issue here. The issue here is the reply does not reply to original thread of the incoming email. Instead it creates a new email.

I would also love to know if there is a solution to this.

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