It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Automation to "send to customer"

Hi there,

I'm looking to set up an automation that will automatically reply to ticket creator and particpants, I know there's options to "Comment on issue" but this is an internal comment only.

There is another option, "send an email" which I tested but I'm looking to have it ask the ticket creator a couple of questions so that they can reply.

Is there a simple solution to this without having to have it send an e-mail asking them the question(s) and then telling them to update the ticket?

2 comments

Hi @Curtis Windsor ,

I don't understand your requirements, I think.

If you add a public comment, the creator will have to go to the ticket also to update it, right? So where is the difference to send an email in that case?

Hi Bastian,

Thanks for your prompt reply.

We have a system that will automatically create a ticket, with half static information and half information that relies on answers provided by the reporter or any participants. I want to ensure that can view the ticket that the questions were asked and that we are waiting for the customers reply.

We also allow replies via e-mail so users do not have to update the ticket but can just reply via email

What software are you using? What you want to achieve sounds EXACTLY like what Jira Service Desk does. If you're not using Jira Service Desk please check it out.

You could also provide more information about your system, how is it automated, what's that static information and what information is extracted from the answers of the customer (and how it is extracted, if manually by reading the reply to your email and typing it in the ticket or otherwise). Use screenshots if possible aswell.

As it stands right now, I haven't fully understand your situation either.

Comment

Log in or Sign up to comment
TAGS
Community showcase
Published in Marketplace Apps & Integrations

How to increase productivity and grow billable hours amount in Jira

    For several managers it’s a real challenge (sometimes a nightmare) to deal with multiple service contracts and turn every working hour into a billable hour. This is crucial to m...

85 views 0 2
Read article

Community Events

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

Find an event

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

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you