Is there a way to use JIRA ServiceDesk to escalate/handle outgoing tickets like Kayako Fusion works?
Basically the feature I´m asking about would be to send initial tickets as plaintext/html to external company email addresses and every reply is handled as comments in the ticket.
Kristian, not familiar w/ KF but JSD does offer the ability to open requests via email and also add comments to the ticket via email. Example:
Thanks for the reply, however the scenario /setup would look more like this:
This is how Kayako Fusion works as we´re using now for outgoing escalations, incoming escalations / the scenario you described above is working fine for us in our test JIRA system.
What you seem to be describing is where an 'agent' opens a ticket on behalf of a customer. when an agent creates the ticket it will show them as the reporter. For the customer to automatically notified the agent should change the reporter to be the customer. In this way the customer will be notified according to the notification rules and can then reply via email resulting in the comment added.
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