Can Service Desk Agent able to add public comment via email instead of JIRA?

[Eric Cheng]

Hi,

As service desk customers able to add the public comment by email. May I know service desk agent can able to leave a public comment via email?

Regards,

Eric Cheng

[Olga Videc · Accepted solution]

Hello Eric, 

Yes, he can, if he can simply comment on notification he got from SD about an issue being created or commented. 

He doesn't even have to be a reporter or assignee or request participant, simple answer on a notification 

[Eric Cheng]

Any mail handler need to be added in the system?

[Olga Videc]

No need, you have configured your Service desk right? 

Service desk has an email, but that you probably know

[Eric Cheng]

Email configured. I assumed that end customer can only receive the email from JIRA Service Desk but service desk agent will receive the notification which is JIRA format.

My question is agent will only receive the notification which is JIRA format. It is possible to just reply the email on top of the JIRA notification to add the public comment?

[Olga Videc]

Yes, you can reply to the email on top of the JIRA notification to add the public comment, just tested it 

[Eric Cheng]

@Olga Videc

Thanks for providing solution.