I'd like to use JIRA for my customer service via email and I don't want them to login to JIRA.
So what I'm looking for is:
Customer sends an e-mail and an issue gets created in JIRA for my support staff.
Support agent replies to customer from inside the issue and the customer receives the answer by email.
Is it possible?
Yes, you can configure incoming mail handler to do exactly that. As soon as emails are received my the mail handler a issue will be generated. Notification scheme will ensure that as soon as the issue gets updated or changes status, emails are sent back to the requestor.
Have a look at this URl on how to set-up an incoming mail handler on jira,
You may also wish to look at Jira Issue collector. With this plugin end users do not need to log into Jira but can raise issues from an html page.
The "issue collector" is really cool!
But I cannot answer back to the issuer (a non-JIRA users) by commenting on the feedback/bug item.
I purposely tried creting an item via "issue collector" using a valid email (a GMail account) that is not associated to a pre-defined user in JIRA. And in my default user is configured to be "user" with email "firstname.lastname@example.org". As you can imagine, when I add a comment, the original issuer does not receive anything.
Any idea on how to achieve my goal of replying to suers who are not JIRA users?
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