Details
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Suggestion
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Resolution: Timed out
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0
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1
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Description
Hi Everyone,
Thank you for previously raising this feature request and bringing it to our attention.
Within our company roadmap and work capacity, we try to address or review each feature request but admit that not each one will be implemented. To continue the culture of being honest and open, we are closing this ticket to focus on our upcoming roadmap for all Jira Service Management Cloud users. You can visit Atlassian Cloud Roadmap to learn more about what was recently released and the upcoming roadmap.
Thank you again for providing valuable feedback to our team!
Christal Rodrigues
Jira Service Management Cloud team
Problem Definition
Normally when a customer create issue via email, the email is forwarded to external email that is not added as "Request Participant" or Organization to the ticket. Due to that, when the external user replied the email , the email is not added as comment to the existing ticket. In Cloud environment there's no way to allow it , except the issue need to shared to the user first.
In JSD server , the feature "Public Email Comments" already released and it allow emails from addresses which are currently not registered as customers of your service desk or the issue not shared to the customer, to be added as comments to the associated request. This is explain in this documentation.
This is how it look in Server environment:-
Suggested Solution
It will be great for this feature to be released to Cloud environment too.
Why this is important
This will allow the non shared customer to add a comment via email and it will reduce duplicate ticket created from email.
Workaround
No workaround.
