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Resolve Ticket Email Button

Is there a way to add a "resolved" button to the emails to assignees? I'd like them to have the option to reply and say it was resolved with "xyz" and it close the ticket.

2 answers

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Answer accepted
Guillaume Atlassian Team Sep 03, 2020

Hi Preston,

Thanks so much for your question.

You cannot add a button to do this action, however you can create an automation rule which can trigger ticket transitions on an email response.

A comment detailing this method can be found here : https://community.atlassian.com/t5/Jira-Service-Desk-questions/Resolve-ticket-by-email/qaq-p/1465145#M58733

You can learn more about automation rules here : https://confluence.atlassian.com/servicedeskserver/automating-your-service-desk-939926334.html#Automatingyourservicedesk-createACustomRuleCreateacustomautomationrule

Thank you,

Guillaume
Jira Service Desk

P.S. if this answer is correct, please select the ‘accept answer’ button

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