we want to switch from Zendesk to Jira

[Lionel MEZIERE]

Hello

I want to switch from Zendesk to Jira, for managing customer requests and sending support emails to my customers. For example: I send a ticket with several people in copy, at a glance on my tickets, I want to know if there is a response, and when I respond I want this response to be sent to all the people who were in copy. I also want to use macros for the most frequent message types.

How to configure JIRA to work like Zendesk

[Lacy Saute · Accepted solution]

Hi Lionel, welcome to the Atlassian Community! For sharing requests, you can use the Request participants field. More about request participants here: https://support.atlassian.com/jira-service-management-cloud/docs/what-are-request-participants/ and https://support.atlassian.com/jira-service-management-cloud/docs/add-request-participants-through-email/

Regarding the macros, depending on what you are doing there, you can use canned responses and automation. https://support.atlassian.com/jira-service-management-cloud/docs/create-a-canned-response/

[John Funk · Accepted solution]

Hi Lionel - Welcome to the Atlassian Community!

Yes, you can do these types of things with JSM. You might give them a try first and then ask the specific question you need help with one at a time. 

[Lionel MEZIERE]

Hi John,

we try to configure jira since several month.

We don't find where I can see and all user in copy for request by mail or where i can add an external user in copy too

[John Funk]

Do you have some specific questions we can help with?