service desk does not send comments to user via email, should it?

 

12 answers

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Yes.

 

But I guess I can explain a bit.

 

I am testing Jira Service Desk, I am using the trial version, so I am the the only agent as well as the requester.

I sent an email and it opened the ticket and I received and email about the ticket. I then commented in the customer portal as well as the agent interface and no email came. This is important for us as right now we are not allowing users to login, they can only comment/open tickets via email.

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Is your comment customer visible?  I believe the default is private comments.  A customer visible comment should send an email.

If you change the status, does your customer receive an email?

It sounds like you enabled the email channel since you can create issues.

See the bullet items on the functionality provided in the introduction section.

https://confluence.atlassian.com/display/SERVICEDESK/Setting+up+the+email+channel?utm_source=SAC&utm_medium=dashboard#Settinguptheemailchannel-FAQs

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Where is the setting for "private" comments?

I checked the comment settings of the project associated with the service desk and all groups have permission to add comments, there is no setting for "public" or "private".

I also checked the notification settings for the project and the "Reporter" has permission to receive on "Issue Updated". I assume reporter is the customer who sent the email to open the ticket.

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Hi,

 

Also changing the status, does not send an email.

Thanks,

Ben

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In the service request issue there are two tabs for comments with tab labels "Respond to Customer" and "Internal Comment".   The internal comment is the private comment.   The "Respond to Customer" is the public comment and this one is suppose to send an email.

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Yes, the "Respond To Customer" is the one I am choosing and it does not send an email.

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Whom is the reporter on the service request issue?  If it is anonymous then no email will be sent.   Change the reporter to a customer.

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I am the reporter and the commenter  (agent).

hmm, Do you have in your JIRA profile to not send email if you make changes?

I would try a different customer email address and see if that address receives the email. Otherwise call support since it should be working.

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Hi,

I changed the customer and it worked, however the "reply-to" address was jira@companyname instead of the email address designated as the queue for service desk, can this be changed?

Thanks,

Ben

You may not need to if the reply has a subject with the service desk issue key in it. JIRA will add those comments to the proper issue which should trigger event listeners for Service Desk.

Do a reply and see what happens. I really wish this stuff was documented better on the underlying behaviors.

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Hi, In investigating this, I came across email handlers. Are email handlers required for comments to be added to tickets in jira service desk? I set one up but have not got it to work yet.

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Is there any answer or anyone out there that knows?  I need to set it so customers can reply to e-mails and the ticket gets updated.

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