We want to have all the conversation with our customers in the portal.
Therefore we have disabled the emailing entirely.

Having the line "Reply above this line" is thus completely senseless and distracting as we do not want them to reply via email at all.

As we have the opportunity to go without email, we need the opportunity to remove this line. 

We need this resolved somehow. We are losing customer responses to our emails because we believe they are blank. What is the point in having a system to manage our customer emails when we have to log into the root email to check for lost messages? Can we get an ETA on this? I see it's been going on for numerous years. 

We support an instance of over 5000 and I cannot tell you how many times we get just someone's signature line added in a comment because they added their response directly above that stupid line of text in the email they were sent.  That text needs to be removed.

LOL - just realized you've already fixed this. But ONLY for yourself  

See your autoresponse VS the ones our customers receive - attached image.

So how did you fixed this? Or is this functionaly not for us "ordinary" users?

The "fix" in 5008 does not work! (just to "point out the obvious" - I do have the CSS listed there in the mails listed below as images)

To start - it's really bad that this is not taken serious! This is the customer's first touch on outgoing messages from us a service provider - which gives quite a bad experience!

• Why should I as a customer click on a mail where you only see a "line" + "Reply above this line". They don't see what the email is about? Is it SPAM? WHAT IS IT????

To make this visual - this is how it looks in Outlook (see linked image): 

As stated above there are easy fixes for this using "preheader" which is then hidden when opening the email.

Please have a second look at this, it's quite annoying that customers don't want to open our requests that we send out!

Kind regards,

Andreas

+1

Thanks @Alexander Shea

By the way the Cloud version issue has updated its workaround with that "display" fix : https://jira.atlassian.com/browse/JSDCLOUD-5008

Reference image, but if you go into the template and change the css of the line to display: none, then the line will be removed.

***EDIT: The image didn't seem to load so here is the code snippet

/* Applied to reply stripping marker, when incoming email is enabled. */
.jsd-reply-marker {
    color: #999999;
    display: none;
}

Hi

Let me just give you my two cents:

At our Company we use Jira SD to have an opposite effect. We are driving customers away from the portal. We use jira to provide support to external customers so we want them to send emails and have no reference to Jira as a tool. Since we have a SaaS product with its own login system, having a third party URL (portal) with its own login and account manage is a nightmare.

Also, each of our customers has a unique account email but can report incidents from multiple email accounts (all referring to the unique account) so links between tickets are also hard to manage.

What are your thoughts on this use case?

We are currently managing JIRA with this approach and thinking on the future it will need to have this mindset to work in our case

PS: we use JIRA server

Thanks

This is a large issue for us since we are trying to drive users to go to the Portal. We don't want them replying via email since it does not show up well in the tickets and does not get them to view what has actually been done on the ticket.