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

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

Will Jira service management handle customer email if it moved from junk folder back to inbox Edited

Hi Community,

As I know Jira will not process emails from junk folder and only from inbox. But in the situation which I moved an email from junk back to inbox, would it be able to process that one?

Also for tickets that not automatically created from customer emails but manually created, will the customer still receive an email notification from our agent's comment? We already added that customer as reporter for the manually-created ticket though.

1 answer

1 accepted

0 votes
Answer accepted

Hi @Nhung Le Tran ,

Welcome to the community. 

If you mark the email as unread after moving it back to the inbox, JSM should process it.

If you create a request manually and raise it for the customer, the customer should also get a notification that the request was created. 

Hi @Bastian Stehmann _neusta portal services_ ,

Thank you very much for your resonse!

I just want to have one more confirmation to make sure the issue come from our side.

So for the case we manually created the ticket, but haven't added the customer as reporter until before we making a comment. The customer still be able to receive email notification for that comment, is it correct? Which means as long as you have the reporter as the customer before putting a comment then it will still process sending notification to the customer. Hope it makes sense and thank you again!

Hi @Nhung Le Tran ,

yes, that's right. Even if you set the customer later, Jira will send emails for all comments that were added after the customer has been set.

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Published in Jira Service Management

Atlympic Event: Jira Service Managemnt

Hello Community!  Quick disclaimer: We are running a contest on Community (The Atlympics!) from July 23rd - August 8th of 2021. If you are interested in participating in this contest (prizes! ...

123 views 0 2
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