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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

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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.

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