Outgoing mail missing functions

[Rouven Hillenbrand]

Hello,

I am currently trying out the Service Desk and I am missing features about sending mails. We are currently working with OTRS, where an agent can create a new ticket by sending out a mail with a "normal" mail form (recipients, cc, bcc, subject…).

I am missing this feature in Jira by replying to a costumer in an open ticket, or as mentioned to create a new one.

Haven´t I found this feature or isn´t it available by default?

Thanks in advance

[Rouven Hillenbrand]

Hi Angélica,

thanks for your anwser.

I am missing two functions. When I have opened a ticket and use the "reply to customer" function, I can only fill in the text box. I would like to have here a regular email form instead with fields for recipents, cc, bcc, etc.

Also I am missing a function like a "new email" button in the Service Desk project which opens a mail form as mentioned. Using this form will send a mail from the system mail adress and opens a new ticket.

I would really like to switch to the Jira Service Desk, but we are currently working a lot with these features in OTRS and I would need a workaround at least.

[Angélica Luz]

Hi Rouven,

I am missing two functions. When I have opened a ticket and use the "reply to customer" function, I can only fill in the text box. I would like to have here a regular email form instead with fields for recipients, cc, bcc, etc.

It's normal behavior. The customer can create a ticket through email and then the agent can only add a comment. The CC would be the participants or the organization in the ticket, so if you want other customers to receive this comment, you need to add them as participants.

• What are request participants? 
• Group customers in organizations

Also I am missing a function like a "new email" button in the Service Desk project which opens a mail form as mentioned. Using this form will send a mail from the system mail adress and opens a new ticket.

As you are already using Jira, you can create a ticket directly in the portal. For that, you can go to the project and on the left side, you will see the option Channels where you can open the portal and create the ticket.

[Rouven Hillenbrand]

Thanks for your reply again.

How do you handle communication in a ticket, if you want to reach a person thats not the ticket reporter?

For example: Our travel department gets a request from an employee to book a hotel room. For the next step, the travel department needs to contact the hotel for the booking and then gets back to the employee.

In our current ticketing system, we can (beside replying to the customer) simply send out mails with a normal mail form. In the case from above, we would now have the history of the communitcation with the employee, and the communication with the hotel in one ticket.

[Angélica Luz]

If you want the other department to contact the customer through the ticket, they can be participants, because the person in the department will receive a notification and the customer as well.

As a participant, the person of the department can access the ticket through the customer portal only and also, as for customers it’s not necessary a license, the person of the hotel can also be a participant.

[Angélica Luz]

Hi Rouven,

Thank you for reaching out to Atlassian Community!

Just to make sure that we are on the same page, I understood that customers are not receiving a notification when the ticket is created, is that correct?

If so, this type of notification is enabled by default, but you can double-check this on Jira settings > System > Outgoing email.

Also in Project settings > Customer notifications, you can see what notifications are enabled.

Can you please give us more details about the issue you are facing? 

Is this happening only when an agent creates a ticket through email?

Regards,
Angélica