I’m looking for Jira products, that can meet the following requirements:

[Ingrid_Kepehai]

These are the requirements:

From a normal e-mail a ticket shall be result, that can be assigned and which process is visible.

Possibility to set a hashtag, so that it can be easy to search for the content

Possibility to generate an automated answer. For example when the keyword „manual“ appear in the answer, it will be directly refer to the „Download option“

When a ticket is closed, the customer shall be receive an automated e-mail notification for a request of customer satisfaction.

Possibility to display the response time statistics.

I will be grateful if you can recommend me some products, that match with my requirements.

Thanks

[Gökçe Gürsel {Appfire}]

Hi Ingrid,

Using the Service Desk will be more than enough to meet your needs.

However, For robust SLA reporting and tracking, Time to SLA will do nicely. Also, Time to SLA work on Jira Core and Software as well as Server/Data Center and Cloud platforms.

I'm one of the folks in Snapbytes. Please let me know if you've any more questions.

Regards,

Gökçe

[Ingrid_Kepehai]

Hi @Gökçe Gürsel {Appfire} ,

Thank you very much for your useful suggestion.

Ingrid

[Patrick M. Hausen]

Service Desk will very happily create tickets from e-mails and send back agents' comments to the customers. It is our main modus operandi, only a minority of our customers ever use the web portal.

[Ingrid_Kepehai]

Hi @Patrick_M__Hausen 

Thank you  very much for your helpful answer. 

Ingrid

[Zoryana Bohutska _SaaSJet_]

Hi @Ingrid_Kepehai  

Yes, Jira Service Desk is the best solution for your requests, but it only for tickets from Customer Portal.

For Jira Core or Software issues you can try SLA Time and Report

If you will have any question let me know

Regards

[Ingrid_Kepehai]

Hi @Zoryana Bohutska _SaaSJet_ 

Thank you very much for you help. If I understand aright, I can use Jira Core or Software but with SLA Time and Report as soltution. I'm right?

Kind regards

[Patrick M. Hausen]

What you need to create tickets from mails and manage a conversation with the client is JIRA service desk. The statement that it only works through the web portal is plain wrong. JIRA software can help you build a service desk system yourself, e.g. with JIRA Enterprise Mail Handler (JEMH), a separate plugin. We did that when JIRA service desk did not exist yet. Now that we can use that, we don't want to go back.

[Zoryana Bohutska _SaaSJet_]

Hi @Ingrid_Kepehai , yes you are right!

As you see there are many solutions. Try them and choose which one is the best for you :) 

Best Regards

[Patrick M. Hausen]

JIRA Service Desk will do that and more.