Using Gmail to reply to JSM tickets created on behalf of the customers

[Gopal]

Hi All,

Our organization receives multiple support tickets via Gmail, and we use the Atlassian Gmail plugin to automatically create tickets from those emails. Initially, we wanted to ensure that customers receive the "Request Created" notification, so we switched the issue type from "Task" to "Email Request" to trigger the customer notification.



However, we've encountered a problem: agents are unable to reply to customers using the original email thread. Ideally, we want the same email sent to the customer—or a linked email thread—that agents can use to reply directly within Gmail, with all responses syncing to the appropriate ticket in Jira.

Currently, when an agent replies via the email thread, the comment does not sync to the ticket. How can we resolve this?

[Kris Dewachter]

Hi @Gopal ,

Welcome to the Atlassian Community.

The normal workflow is as follows:

• The customer sends a support request to your Gmail address
• Since GMail is linked to Jira, the mail is imported an a new Jira ticket is created
• The customer receives a confirmation mail from Jira, containing the ticketnumber of the newly created ticket
• If the customer replies to this ticket (with the Jira ticket number), the email is imported into Jira, and added to the ticket as a comment.
• Agents will communicate with the customer using the public comments in Jira

Replying to the original email thread will not work because there is no Jira ticket number.

Best regards,

Kris

[Gopal]

Hi @Kris Dewachter Could you please help/suggest a workflow if it exists or if  it is possible to create one:
Where an agent can use their inbox on Gmail to reply to JIRA threads ? There must be a work around to this ?

[Kris Dewachter]

Hi @Gopal ,

May I ask why you want the agents to be able to work in Gmail? If they want to keep using a mailbox, what is the point of having Jira?

I guess an agent can work via emails as long as the email has a Jira ticket number, and the reply somehow if imported in to Jira. Then Jira will be able to link the comment to the ticket.

But the agent will not have all the other functions like transitions, assign tickets, edit ticket, etc .....

Anothger solution i can think of is using an AddOn (like ex. Email This Issue"). This will allow you to manually send emails from within Jira tickets. But this will still require you to work in Jira and i'm thinking this is what you want to avoid.

Best regards,

Kris