How to modify the ticket's properties via email?

[Yaniv Dayan]

Hi,

I would like to know if it is possible to update the ticket's properties via external email, for example - by replying to a client with an email from Outlook or Gmail, I can set an assignee, set the priority, and change the status. 

Here is a similar ability in Zendesk and HappyFox:

https://support.happyfox.com/kb/article/92-perform-ticket-level-actions-via-email/

https://support.zendesk.com/hc/en-us/articles/203691006-Using-the-Mail-API-to-update-ticket-properties-from-your-inbox

Thanks,

Yaniv

[Vitalii Saienko]

There's also an official Jira Cloud for Outlook app. With this one you can view issue details in Outlook, modify status, assignee, priority, summary, description, leave a comment. You can also create new issues out of an email or you can attach an email to an existing issue.

[Angélica Luz]

Hello @Yaniv Dayan,

Welcome to Atlassian Community!

When using Jira Service Desk cloud, there is no option to change ticket information through email.

What you can do is to create automation rules that will change to a specific status when a customer replies, for example.

• Powerful, no-code automation now available to all Jira Cloud customers

Agents receive system notifications and this type of notification is only to notify the agent and not for them to reply. To do any change, agents must access the ticket directly.

If you don't want to access the UI to change information, you can use API. 

• Jira Service Desk Cloud API

If you have any other questions regarding this matter, please let us know.

Regards,
Angélica

[Christian Nordström [Eficode]]

Take a look at this app if this can help you https://marketplace.atlassian.com/apps/4977/email-this-issue?hosting=cloud&tab=overview