Can reply from Custom mail address to the user to update a comment in Jira service ticket ?

[Neeraj Pandey]

Can reply from a Custom mail address to the user to update a comment in the Jira service ticket?

> User sends a mail to a custom mail address, which we added as our primary service ticket mail address from email requests.

> User comment is updated in a service ticket, but if an assigned agent of that ticket replies to a user from the custom mail address does not update on a ticket as a comment. 

> Can we reply to the user from the custom email address directly to update a comment in the ticket? Do not want to update a comment in Jira ticket from Jira directly.

[Rebekka Heilmann _viadee_ · Accepted solution]

The proper way would be to configure your custom email as outgoing adress as well and use Jira as your main tool.

Why would you want to switch between JSM and Email?

Workaround might be: put your custom email adress in CC when you reply to your customer. If your JSM Instance is set up to add replies as comments to existing issues, it probably adds your reply as comment automatically. You'd need to try that out though, as it's not the standard use case.

[Neeraj Pandey]

Thanks for the answer Rebekka, my issue resolved i have added my custom email address as people after sending an invite. After that any reply i send from custom mail address it update in ticket also (only need to add custom mail address in cc also while replying to user).

[Rebekka Heilmann _viadee_]

Cool - if your issue is resolved, please accept the answer as such, so other people in the community can see your question has been answered and find the appropriate solution here.

[Tomasz Gorzkiewicz]

"Can we reply to the user from the custom email address directly to update a comment in the ticket? "

Did you create custom field "CC" and added your custom mail there? It's not working for me.. I still cannot see my answer in the custom mail mailbox..