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

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Send comment as reply to customers email

Hi,

I would like to use jira service desk like email support tool. My typical situation is that I receive email from my customer and jira create new ticket. Then I usually reply to this customer email for more information and what I found out is that jira service desk send my response as standalone email.

For example when I chat with my customer about one topic and send 5 emails (replies,comments) jira will send it as 5 standalone emails.

It is possible to change this behaviour? What I need is to have same behaviour like I chat with customer via email client it means all mails are in one thread.

Thanks for help.

3 answers

0 votes
Brant Schroeder Community Leader Dec 26, 2020

Michal,

Welcome to the community.  

There is not a delivered way to change this.  You can always direct them to the portal to see all communications.

Hi,

there is only one way in this moment. Copy every comment to description by automation rule. It is stupid, but there is no possibility to add custom field to Customer notification or edit notification templates in Jira Cloud :-(

ms

0 votes
Daniel Ebers Community Leader Dec 27, 2020

Hi Michal,

from looking at the description the following Suggestion is describing what you are looking for.

https://jira.atlassian.com/browse/JSDCLOUD-2044

You could leave a vote there signalizing that the Suggestion is of interest to you.

Regards,
Daniel

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
FREE
PERMISSIONS LEVEL
Site Admin
TAGS
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

165 views 0 4
Read article

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