How to add email as internal comment?

[Katrin]

Hi there,

is there a way to automatically assign the status internal note to a comment added to a ticket via email?

[Jack Brickey]

Emails sent by the Customer or the Agent will be public. Emails by collaborators would be internal only as only agents can make public comments.

[Katrin]

Hi Jack,

thank your for the immediate reply :) But from our tests it seems that even an email from a collaborator is visible to the customer who raised the ticket: The collaborator sent a reply to the ServiceDesk mail address with reference to the ticket.

But we would like the internal discussion to remain invisible to the customer but documented in the tool - do you have an idea to handle this?

[Jack Brickey]

Either you are mistaken about the individual’s role/permissions or there is a bug. I expect the former at least that is where I suggest you start your investigation. 
Is the user listed in the Customer view? What does - project settings > people indicate for that user?

[Katrin]

Hi Jack,

the user is shown in the ticket as request participant and has the role service desk customer. 

Thank you again for your help,

Katrin

[Jack Brickey]

makes sense then as customer emails will always be public. :-)

[Katrin]

Ok, got it! But how to add a collaborator to the issue then?

[Jack Brickey]

you would add them as a Watcher not Request Participant.

[Nicola Starita]

@Jack Brickey what about an approver?? I've a similar issue. An approver in the workflow is replying by email asking for additional info to the requestor, but the comment is saved as internal and the customer doesn't receive anything.

[Srdjan Sasa Ivosevic]

Is it possible to add an Mail adress automatically to every issue?
My current situation is:
1. We have a Jira Service Desk where customers can ask all of their questions
2. A lot of those issues need to be completed by a external support provider
3. The external support provider sends emails as an answer, which have completly broken formating. So we'd like to add the mails of the external as internal comments, so at least we have the answers somewhere.
4. Out of the answers we can copy the relevant information and send it to the customers.

So I'd rather need a solution to add the externals emails as internal comments or even better: a way to process the incoming mails in a way, which would be displayable to the customer.

[Taylor Segovia]

@Srdjan Sasa Ivosevic we are in a similar situation. The closest I have come is an app called "Email This Issue" added to our instance of Jira.  The setup is a little complicated and we still have not solved our workflow 100%.