Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root


1 badge earned


Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!


Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.


Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!


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
Community Members
Community Events
Community Groups

Reply to customer emails within Jira vs Outlook

I understand that if all incoming emails are to be processed by Jira, users should not check the normal inbox via outlook for the reason Jira only processes emails that are UNREAD. If the user reads an email within outlook then Jira will not process this email and therefore the email/issue may then become "lost".


After reviewing some of the emails that we receive through the main office email address, most emails should be processed by Jira, however some emails should be manually replied to from Outlook with formal email signatures, especially if it is a new potential client that has completed an enquiry form through the widget or portal.

What is the ideal way to juggle replying through Jira and replying through outlook without accidently disrupting email processing by Jira, by accidently reading an email and thereefore marking it as read?

1 answer

0 votes
Dave Liao Community Leader Jul 05, 2021

@Leon - hi Leon!

Generally speaking, when Jira is monitoring an email inbox for new requests - comments to those requests - the team should work from Jira.

Remind your teams that there's also a Jira mobile app that displays Jira Service Management queues nicely. 😉

Hello, yes i understand emails shoud be answered from within Jira but some emails require a formal email reply to them instead.

Dave Liao Community Leader Jul 05, 2021

@Leon - Gotcha! Totally understand.

In cases where a very personal touch is needed, mark the email as read, reply to the email, and close the associated Jira ticket if it's made.

If the email is being generated from a form or widget, perhaps you can send it to a different email address for separate processing? Or set up a rule on the original inbox, based on subject, to move that email to a folder after processing.

Suggest an answer

Log in or Sign up to answer

Atlassian Community Events