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
4,296,274
Community Members
 
Community Events
165
Community Groups

One email thread per JSD ticket

We're creating JSD tickets via email requests and have confirmed that responses to the original email thread are added as comments to the ticket. The behavior we're seeing is that if an agent comments on the ticket itself, a new comment notification is sent rather than sending a response within the original email thread.

Does anyone know if it's possible to configure the comments to be added to the ongoing thread?  We have confirmed that Zendesk is able to do this so we know its possible, we just haven't found a way to configure it in JSD yet.

3 answers

There is an open ticket for that: https://jira.atlassian.com/browse/JSDCLOUD-6088 

Relates to: https://community.atlassian.com/t5/Jira-Service-Management/Send-Notification-to-same-Email-Thread-do-not-create-another/qaq-p/1742368 

It's on status GATHERING INTEREST: This suggestion needs more unique domain votes and comments before being reviewed by our team.

Vote for this issue too.

Hi Iasmini,

We are also having a similar problem which is creating a problem for support and also for clients they keep getting emails for each activity which is not the right thing and the chances of emails are getting missed.

I am running into a similar problem. Is there any solution to this yet?

As far as I know this is not possible.

Suggest an answer

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

Jira Service Management Documentation Opportunities

Hello everyone, Hope everyone is safe! A few months ago we posted an article sharing all the new articles and documentation that we, the AMER Jira Service Management team created. As mentioned ...

315 views 0 10
Join discussion

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