Combination Forms & Issues in Jira Cloud: best practices

[Birthe Hendrix]

Hi all, 

The use case is as follows: I want to create a jira software cloud project that automatically creates tickets out of a group mailbox. So far no problem. 

In many cases, the original sender of the email does not provide enough information to handle the ticket. I would like to create a form with all relevant questions and fields so that the ticket agent can send out this form as soon as (s)he sees not enough information is in the email.

The ticket that is created out of this form should be automatically linked to the first email/ ticket. Preferably, I would like to have eg an action button in the ticket "send out form". 

What do you think is the best way to set this up?

[Olha Yevdokymova_SaaSJet]

Hi @Birthe Hendrix 

Your use case—automatically creating tickets from emails and following up with structured forms when more information is needed—can be effectively managed using Smart Forms for Jira add-on developed by my team. This setup ensures that all forms related to a ticket remain linked within the same issue, making it easier to track and manage responses.

🔹 How to Set This Up with Smart Forms for Jira

This setup consists of two key steps:
1️⃣ Initial Form for Issue Creation – The first form is used to collect structured details and automatically create a Jira issue.
2️⃣ Additional Forms for Further Information – Agents can manually add forms to the issue or send them via email to collect missing details.

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🔹 Step 1: Create an Issue from a Form

✅ Design a Smart Form for users to submit requests.
✅ Enable "Create New Issue" – The submitted form automatically creates a Jira issue.
✅ Map Form Fields to Jira Fields – Ensure key details (e.g., summary, description, priority) are structured within the issue.
✅ Share the Form Publicly – Allow external users to submit without a Jira login.

🔹 Outcome: A Jira issue is automatically created from the submitted form with all relevant details.

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🔹 Step 2: Add & Share Forms from the Issue

Once the issue is created, an agent can:

✅ Manually Add a Follow-Up Form – Attach a form inside the existing issue for additional details.
✅ Share a Form via Email – Send a form link directly from the Jira issue to request missing information.
✅ Automatically Store All Forms in the Issue – Every submitted form stays linked inside the same ticket, making it easy to track.
✅ Update the Issue Automatically – Responses from forms can update Jira issue fields (e.g., status, assignee, custom fields).

🔹 Outcome: All forms and responses remain inside the original issue, eliminating duplicate tickets and keeping everything structured in one place.

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🚀 Final Process Flow

1️⃣ User submits a request via Smart Form → Jira issue is automatically created.
2️⃣ Agent sees missing information → Adds a form manually inside the issue or shares it via email.
3️⃣ User submits the follow-up form → Data updates in the same Jira ticket.
4️⃣ All forms & responses remain stored inside the issue for easy reference.

[John Funk]

Hi Birthe - Welcome to the Atlassian Community!

I would include a field in the form for the issue key. Then have your agent start the form and put the value of the key in the field. Then copy the URL to send to the client. If the key is not included in the URL, then just have the agent include the key in the email to the client and tell them to populate the field with that value. Otherwise I am not sure how you will be able to link the two tickets when the client populates the form. 

Now the real problem - the client MUST have a paid Jira license if they are going to be populating a Software project form.