Responding to support emails from within JIRA?

Hello,

We are gearing up to configure JIRA to use as a support/helpdesk using the methods found in this guide: https://confluence.atlassian.com/display/JIRA/Creating+Issues+and+Comments+from+Email

We would like to know if there was also any possible way to respond to support issues/emails from within JIRA? This way our support staff would not have to switch between JIRA and their email client.

Please let me know if anything is unclear or if you have any questions.

Thanks,

Alex

4 answers

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Hi, Alex! 

If you want to minimize time needed for JIRA configuration and email processing, you can try Customer Case add-on for JIRA Cloud.

This solution allows you to quickly get a full-fledged customer portal with two communication channels - emails and open/restricted feedback forums. It can simultaneously operate in feedback and helpdesk modes, so you can handle all request in one place and add new ideas to sprints and fix reported issues in patch versions.

For more details, feel free to contact me at pzubov@stiltsoft.com

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Yes, we do it all the time..... notification scheme sending an email back to the reporter, workflow actions creating events which in turn send notifications. We can also reply to the email, CC'ing in the Jira mailbox and the rpely ends up on the Jira issue. Remember to take off the email trail.

If you want more, Andy's plugin can be very helpful here

https://marketplace.atlassian.com/plugins/com.javahollic.jira.jemh-ui

As all others say, the inbuild notification scheme support in JIRA is good enough in some cases. If you need more that that, the Enterprise Mail Handler for JIRA provides an ever increasing amount of functionality in the JIRA as a Support system bubble, such as incoming mail routing, outbound template customziation, blacklisting, as well as enahnced email content handling (inline image support).

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Hi,

I believe what you want is similar to what Atlassian has for support.atlassian.com, where the support engineers handle all issues directly on JIRA and customer can create, comment and be notified directly on their emails, correct?

This documentation should have some tips on how to achieve something similar to that.

Please take a look.

Hope this helps,

Marcus

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You can leverge the notification schemes to respond to the tickets from within JIRA itself. See https://confluence.atlassian.com/display/JIRA/Creating+a+Notification+Scheme

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