Hi all,
after having Jira implemented into the organization as the main ticketing and service management solution we get a lot of requests regarding Atlassian's e-mail strategy in this product.
We understood that Agents may send e-mails as public comments from an issue and will receive the reply back once the customer responds. By adding request participants we can extend the circle of people that are informed by the public comments. They are also added when CC'd in an e-mail. When writing a public comment in Jira it's basically "Reply All".
By scripting a custom mail function we were able to build a "Reply" button that will send an e-mail to a recipient list the users can set themselves. However if these recipients reply, a public comment is generated and all request participants are informed about it. Even those who were not addressed in the first place.
Eventually that's a security issue for us as sensitive information shared in issues may be sent out to the wrong recipients.
Don't get me wrong, we understand that Jira is not an e-mail program. In fact it looks like Atlassian has a clear focus on portal tickets. But somehow it would be nice to have an option to decide whether you send a message as "Reply all" or only "Reply some". Also a threaded approach would be good. To keep track of different conversations taking all place in one issue.
Does anyone of you have similar requests? Is there any feature planned that could make life easier there? Is there a 3rd party plugin perhaps, that could work around this deficit? (we're currently trying JETI and it's okayish for our use case).
I'd be very thankful for any kind of advice :)
Thank you!
P.S: Using an on-prem datacenter version 8.15 here
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