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  1. Jira Service Management Cloud
  2. JSDCLOUD-4479

Be able to track outgoing emails that fail to be delivered

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    • Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.

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

      Problem Definition

      We don't have the option to track when an outgoing email sent from JIRA failed to arrive to the recipient.

      Suggested Solution

      To have a feature in JIRA Service Desk that allows to track which outgoing emails sent by the system were not delivered and the error that the SMTP server received

      Workaround

      Currently if you open a ticket with Support, they are able to track if an email did not arrive to the recipient.

          Form Name

            [JSDCLOUD-4479] Be able to track outgoing emails that fail to be delivered

            Robert added a comment -

            Another basic functionality missing from Atlassian products.

            Robert added a comment - Another basic functionality missing from Atlassian products.

            Sean Thompson added a comment - - edited

            +1. Seems adverse this has been asked for by your customer community for so long yet nothing has been implemented . 

            Sean Thompson added a comment - - edited +1. Seems adverse this has been asked for by your customer community for so long yet nothing has been implemented . 

            Sandi Chapar added a comment -

            +1 

            Sandi Chapar added a comment - +1 

            MooR added a comment -

            Almost 8 years gone and still gathering interest? What a ridiculous backlog management !!

            MooR added a comment - Almost 8 years gone and still gathering interest? What a ridiculous backlog management !!

            Jennifer Luo added a comment -

            +1

            Jennifer Luo added a comment - +1

            Ginger Lovvorn added a comment -

            Would be fantastic to have this.. 

            Who doesn't use logs in their support structure? We absolutely use logs for troubleshooting and need access to them without having to wait on support for each step of troubleshooting.

            This is actually my one drawback that I mention to people when they ask about how I like using Jira for our support desk.

            Ginger Lovvorn added a comment - Would be fantastic to have this..  Who doesn't use logs in their support structure? We absolutely use logs for troubleshooting and need access to them without having to wait on support for each step of troubleshooting. This is actually my one drawback that I mention to people when they ask about how I like using Jira for our support desk.

            Adam Buckingham added a comment -

            Surely this would lower Atlassian's Support Team's workload!

            Adam Buckingham added a comment - Surely this would lower Atlassian's Support Team's workload!

            Suporte Adm Candeias added a comment -

            It would be very important to have access to this functionality
            Elis

            Suporte Adm Candeias added a comment - It would be very important to have access to this functionality Elis

            Tiffany added a comment -

            It would be really useful to follow the delivery of the CSAT after a ticket has been resolved

            Tiffany added a comment - It would be really useful to follow the delivery of the CSAT after a ticket has been resolved

            Tobias Josefsson added a comment -

            Being able to see logs of outgoing e-mails from Jira Service Management would be very useful to track problems in the communication with our customers.

            The lack of this feature slows us down from time to time and causes unnecessary support issues at Jira's end, as it is now.

            Tobias Josefsson added a comment - Being able to see logs of outgoing e-mails from Jira Service Management would be very useful to track problems in the communication with our customers. The lack of this feature slows us down from time to time and causes unnecessary support issues at Jira's end, as it is now.

            Sunil Aggarwal added a comment -

            We have had heated exchanges with our clients who have missed deadlines and SLAs as a result of not receiving notifications. This has meant we have had to compensate our clients and they in-turn received poor google reviews. The knock effect of not having this feature is a danger to all businesses and almost renders the platform unusable.

            This needs to be made available urgently.

            Sunil Aggarwal added a comment - We have had heated exchanges with our clients who have missed deadlines and SLAs as a result of not receiving notifications. This has meant we have had to compensate our clients and they in-turn received poor google reviews. The knock effect of not having this feature is a danger to all businesses and almost renders the platform unusable. This needs to be made available urgently.

            Bianca de Weerd added a comment -

            This issue started in 2016, when will this become available?

            Bianca de Weerd added a comment - This issue started in 2016, when will this become available?

            Nidhi Sharma added a comment -

            Where does this suggestion stand in road map of Atlassian? Any expected fix version for this?

            Nidhi Sharma added a comment - Where does this suggestion stand in road map of Atlassian? Any expected fix version for this?

              1bbfd485bf63 Ben Costello
              malonso@atlassian.com Miguel Alonso
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                Created:
                Updated: