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Send comment as reply to customers email


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


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.


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 :-(


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.

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


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