Auto-response to customer with certain keyword, which becomes an issue comment as well

[Konrad Hanschmidt]

Hi, could anyone help with the following problem:

We want to auto-respond to a customer support email which has a certain keyword e.g. "new feature" in subject line. However, by using Automation, the response email comes from no-reply@automation.atlassian.net and therefore creates a new issue. We'd like to become a comment under the existing issue.

Some background:

1. Our customers send support to support@ourdomain.com

2. That email is linked to our Jira Service Mgmt cloud and creates a ticket

3. We have automation in place that with "new feature" in the subject line, it automatically turns it from "Support" issue to "New Feature" issue and also changes the summary of the issue to "New feature ****", where **** is a keyword that we look up from the body of the email. So if someone says "dark mode" in the subject, the summary becomes "New feature: dark mode" + "dark mode" gets added as a label.

4. The last automation we use is IF support email with "new feature" in subject line comes in that has "dark mode" in body - then respond with a standard email e.g. "Thanks, dark mode on the way". While we add support@ourdomain.com as the reply-to field, the automation email comes from no-reply@automation.atlassian.net by default and thefore by default creates a new support issue - instead of falling under the existing new feature ticket "New feature: dark mode" comments.

5. Finally, we have customer notifications turned off (as we dont like standard responses, but want custom ones based on email content).

So: any solution to make a custom-text criteria based auto-responder that automatically responds to customer while keeping the message as part of the existing ticket?

Hope that made sense!

Thanks

[Jack Brickey]

Can you not simply make a public comment in the issue using Automation?

[Konrad Hanschmidt]

Thanks Jack. A good suggestion, which we didnt think about because we have the customer notifications turned off. The reason is partly because it comes with what I think are annoying standard headers ("reply above this line") and footers ("view request" "turn off notifications" "This is shared with..." "Power by Jira service management") - do you know if there is a way to disable them, so users just get a plain email without the Jira things added?

P.S. I know there are good reasons to have the Jira default things in responses, but we really want to keep the messaging very plain with our users.

[Konrad Hanschmidt]

Ok managed to solve my above problem of removing Jira-generated info in the comment. Almost there!

Now final problem to solve: how do I make the comment not appear from "Automation from Jira" as author, and as "from" in email customer receives.

[Jack Brickey]

If you are using the Send Email action in Automation you can change the from address but there is no way to accomplish this if making a comment.

[Konrad Hanschmidt]

Thanks for helping Jack. I see that I can change the From "name", but not the From address - which is disabled for us and the cursos turns into a 🚫.