Receiver email address to add comment

[Lukas Kaspar]

Hey guys

I have set up help@company.com to be the custom email address for email support tickets. Agents have direct access to the mailbox of this email address. Sometimes agents respond directly from their email client.

Is it possible to capture this response as a comment in JIRA?

Expected behaviour

1. customer@company.com sends an email to help@company.com, this creates issue HD001 in JIRA.

2. An agent sees the email in Outlook and respond to the email using the help@company.com email address.

3. The customer receives the reply

4. A comment gets added to HD001 with help@company.com as the commenter

Actual behaviour

1. customer@company.com sends an email to help@company.com, this creates issue HD001 in JIRA.

2. An agent sees the email in Outlook and respond to the email using the help@company.com email address.

3. The customer receives the reply

4. No comment gets added to HD001

Thank you for your help

[fran garcia gomera · Accepted solution]

If the agents add help@company.com in 'to:' or 'cc:' (probably also works with 'bcc:') and they add '[HD001]' It should probably work the way you want (it's going to depend on the configuration of your mail handlers)