Ability to add comment via email as customer when not a participant

XMLWordPrintable

    • Type: Suggestion
    • Resolution: Low Engagement
    • None
    • Component/s: Email - Outgoing
    • None
    • 2

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      Problem Definition

      With ability to add participants added, only the reporter and participant can add comments to a Service Desk thread. If a service desk customer account has received the service desk issue's email thread as a forward, and tries to reply as a comment, it just creates a brand-new ticket.

      Suggested Solution

      Service desk should recognize the issue ID as JIRA does and add the comment to the ticket.

            Assignee:
            Unassigned
            Reporter:
            SMS (Inactive)
            Votes:
            4 Vote for this issue
            Watchers:
            4 Start watching this issue

              Created:
              Updated:
              Resolved: