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?
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:
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
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.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.