email notification after "Issue Commented"

Hi all

We are using the "Email this Issue" plugin in order give our customer support via jira via email.

Customers send email to a specified email address i.e. This email generates an issue and the cusotmer gets an autoreply. The issue is generated with reporter and assignee of the current employee who supports this customer.

When a customer replies to an email with the jira issue key in it then the comment will be attached to the issue, which is fine. We want now additionaly that the employee that supports this customer receives an email about the comment.

Currently the employee = jira user does not get any email notification as he is reporter and asignee of that issue and the comment is also done in his name when customer replied to the email. We know that users get not notified about their own changes.

The question is now how can we make it work that those users still get an email notificaton when a comment was done via email from a customers email reply?

thanks for your help

2 answers

1 accepted

I guess you can create only one default customer user, since your employee already know for which client they do the support. This way you don't have to fear too much for your license

Have you already tried using a default user as the reporter of Issues you receive via email instead of the employee ?

what do you mean with a default user?

Yes that is an option but we wanted of course not create for every customer an user that counts towards our licenses :) but that is probably the only solution

You could create a "customer" user and set this one as the reporter and author of the comments.

Suggest an answer

Log in or Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Posted Wednesday in Jira

Join our webinar: How 1B+ feature flag events helped us build the new Jira

Every time you release software, there's a bit of risk – that there's a bug, that something breaks, or that the feature doesn't resonate with customers. Feature flagging helps make high stakes s...

140 views 0 3
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you