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Suggestion
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Resolution: Won't Do
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None
NOTE: This suggestion is for JIRA Cloud. Using JIRA Server? See the corresponding suggestion.
This is a big wish, I've broken it down into subsections.
== Root Cause ==
We currently use two systems for managing issues with our customers, and our products. We use Jira on the "project management" side of things (assigning and tracking issues, release management, ie: your classic Jira usage). We also use a trouble-ticket system (OTRS http://otrs.org/) to handle all our incomming "support" email.
There is some overlap between these two systems: basically, we will often have a support email that we want to turn into a bug or feature request. In this case, we manually create a JIRA and say "see ticket number 1234".
Since there is some overlap, we (of course) wish that it was just the one tool.
== The Wish ==
This wish comes in 3 parts:
1) intelligent inbound email processing
JIRA does most of this already, but for completeness:
a) thread tracking (OTRS does this by prepending a [TICKETNUMBER] to the subject field in replies, which is entirely adequate).
b) inbound sorting: sort email into different queues (projects?) based on header info (specifically the To field) . It is not enough to sort on the pop account, as we have multiple email aliases mapped to the same pop box.
2) outbound email
A way of being able to reply to a "thread" and have the email sent to the originator of the ticket. We don't want to create real jira users for all of email correspondants. As I write that, I'm imagining a special kind of issue-type, where I can "reply" similar to "add comment" but I also have To, CC, Subject fields, etc.
3) ticket management, escalation
A good ticketing system should force you not to forget to reply to unanswered email, so alerts and escalations are a must. OTRS has this feature where it won't show you the inbound queues unless you answer the escalated emails first. (This is both painful and desired :| )
and a 4th sneaky wish:
4) all this should be built into jira so I don't have to faf around writing plugins 
== Misc ==
I can't make up my mind if this functionality would be easy to add to JIRA or not.
I have this feeling that the ticket "queues" are different to a JIRA "project". Or at least, I can seem myself changing the project of a ticket quite often (as customers sometimes send emails to the strangest of email addresses).
I was finally prompted to raise a JIRA for this feature after reading http://weblogs.asp.net/ericjsmith/archive/2005/04/12/400011.aspx
(This issue could be attached to JRA-2326)
- is incorporated by
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- Gathering Interest
- is related to
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- Closed
- relates to
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- Closed
[JRACLOUD-6402] [wish] JIRA meets email/ticket tracking
Thanks for taking the time to raise this issue.
Due to the large volume of JIRA feature suggestions, we have to prioritise our development efforts. In part, that means concentrating on those issues that resonate the most with our users.
I am writing this note to advise you, that we have decided to close your Suggestion as it has not gained traction on jira.atlassian.com. We believe being upfront and direct with you will assist you in your decision making rather than believing Atlassian will eventually address this issue.
Thank you again for your suggestion and if you have any concerns or question, please don’t hesitate to email me.
Kind Regards,
Kerrod Williams
JIRA Product Management
kerrod.williams at atlassian dot com
alain chiasson
added a comment - I'm pushing to go the other way, we are using Jira for everything, but it is not meeting our needs for Operations Support ( ITIL like ) and we are looking at going to a ticket support tool. Our issues are split between thousands of end users, carriers, and project managers. Our fault and performance management system are Nagios OMD based and would feed inot the ticket system as well.
What I would like to see is integration with some ticket systems like OTRS and RT ( Open defect, followup on defect, etc) - basicaly integrate into problem management.
Unless I am missing some functionality in Jira.
alain chiasson
added a comment - I'm pushing to go the other way, we are using Jira for everything, but it is not meeting our needs for Operations Support ( ITIL like ) and we are looking at going to a ticket support tool. Our issues are split between thousands of end users, carriers, and project managers. Our fault and performance management system are Nagios OMD based and would feed inot the ticket system as well.
What I would like to see is integration with some ticket systems like OTRS and RT ( Open defect, followup on defect, etc) - basicaly integrate into problem management.
Unless I am missing some functionality in Jira. 
Ivan Pololi
added a comment - We also have the same infrastructure, with OTRS and Jira.
It would be nice to have such integration.
Ivan Pololi
added a comment - We also have the same infrastructure, with OTRS and Jira.
It would be nice to have such integration. 
Mark Stein
added a comment - Hello,
we too would really like to see a development into this direction. Atlassion has some very nice, well thought out and implemented software solutions our there. We are using Jira only so far and it's great. Thought seeing the diversity of Atlassian's products, it's somehow surprising, that there is no solution to manage helpdesk and support cases like.
All the available solutions for this (OTRS, osTicket, Troubleticketexpress etc.) are far away from being as good and userfrindly as Jira in my opinion. It would be very nice to use a solution for this, which is either implemented in Jira or is a standalone product.
The last comment here was made about 5 years ago... Is there anything new about the matter?
Reagrds,
Mark
Mark Stein
added a comment - Hello,
we too would really like to see a development into this direction. Atlassion has some very nice, well thought out and implemented software solutions our there. We are using Jira only so far and it's great. Thought seeing the diversity of Atlassian's products, it's somehow surprising, that there is no solution to manage helpdesk and support cases like.
All the available solutions for this (OTRS, osTicket, Troubleticketexpress etc.) are far away from being as good and userfrindly as Jira in my opinion. It would be very nice to use a solution for this, which is either implemented in Jira or is a standalone product.
The last comment here was made about 5 years ago... Is there anything new about the matter?
Reagrds,
Mark Hi Matt,
Let me address each of your points in turn:
1a. JIRA's CreateOrCommentHandler looks at the subject of the mail, and if an issue key is found the body of the mail will be added as a comment to the issue, otherwsise an issue is created.
1b. The handler also has a 'catchemail' parameter which will limit the mails that it will process. You could configure multiple services with different catchemail parameters to use the same pop box.
2. Would adding 'cc' email addresses to an issue address this problem? Please see JRA-2167
3. Enabling automatic escalation in JIRA is tracket via issue JRA-6395.
Maybe 'components' can be used manage various 'queues' rather than project, to minimise the effort required for changing the 'queue' of an issue.
Thank you for a detailed spec of improving JIRA for help-desk/support use. We definitely plan to improve in this direction. However, if the above issues do address what you are after, could we resolve this issue as a 'duplicate'? We prefer to centrally manage feature requests as it makes out job a lot easier.
Thanks,
Anton
It is worth noting that pretty much all my original usecases are handled by Atlassian Service Desk (https://www.atlassian.com/software/jira/service-desk).