Sending & Receiving emails to non JIRA users

Neil Green September 28, 2022

Hi,

I am struggling with finding a way to be able to send and receive emails to/from non JIRA users into the body of issues in JIRA.

Have explored JIRA Service Management but the costs are prohibitive and it is for sales / project management not service desk - also not linking between JSM and JIRA Software.

Does anyone know of any simple (because I am not techy) solution or workaround or any 3rd party add-on that will do this for me?

Thanks in anticipation

Neil

5 answers

1 vote
Johanna Pichotka_APTIS_
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
September 28, 2022

Hey @Neil Green

I know that there are some Jira default capabilities but one add-on we're using ourselves (at APTIS) is the app Email this Issue by Meta-Inf. With it you have a button in the issue view and can send emails directly from here and you can choose to add them as comments. 

And then the emails send back can be added as comments as well. 

We've been using Jira Software as project inbox for some time now and have wrote a whitepaper about that. So in case you want to have a look at that I'll link it here: https://go.aptis-solutions.com/jira-as-project-inbox

I hope I could help you a little further. 

0 votes
John Funk
Community Leader
Community Leader
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May 31, 2023

Hi @Neil Green  - Did you ever get a solution to work for this? Can you share? 

Neil Green June 1, 2023

Hi John,

I am afraid not.

John Funk
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
June 3, 2023

Have you tried sending emails through Automation for Jira? 

0 votes
Jimi Wikman
Rising Star
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September 28, 2022

This is a common question that usually comes from a financial perspective as licenses cost money, or from a technical perspective when for example AD connections make temporary access tricky.

You can use mail handlers for incoming mails to some degree, but it all depends on how many stakeholders you might need to handle:
https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/?permissionViolation=true#CreatingIssuesandCommentsfromEmail-messagehandlers

You can also create automation to send email, for example when setting a status or when you assign a certain value in a select list and probably based on comment content (I have not tried that myself).

You also have the option to work with the API to create a small service outside of Jira as well that can act as a proxy for the email communications.

None of these solutions will be very good, but if you don't mind things being a bit clunky you might find a way.

Not the perfect solution, but hopefully a starting point?

0 votes
Neil Green September 28, 2022

Hi Jimi, 

We use JIRA software (cloud) extensively in the business to run a variety of software, hardware and combined projects. Running sometimes in the region of 40 projects at a time - on occassion we need to ask questions of stakeholders outside the business and process their response. We would like to integrate this comms into the tasks already created within JIRA.

So ideally processing sent and email receipts as "comments" against the task in which the email was generated. Maybe by reference to the issue key?

Even better would be if we could also receive new virgin requests for information from stakeholders where an issue doesnt already exist.

0 votes
Jimi Wikman
Rising Star
Rising Star
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September 28, 2022

Neil, could you provide more information on what you are trying to accomplish? There are several ways to send and receive emails to non-Jira accounts, so if we understand what you need, we can better provide with a solution, if it exists.

Todd Skelton May 20, 2024

For me:  We are using Jira for IT projects.   Often we are sending emails to non-Jira users (the ticket submitter) and they reply back with their response.   I can get the email sent to show as a comment by sending to Jira@xxxxxx, but replies do not show up in comments.  I want their replies to show as comments too, so that we can see the whole communication string that has occurred. 

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