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  1. Jira Service Management Data Center
  2. JSDSERVER-815

JIRA Service Desk - Email Channel - Ability for customers to add comments via email without creating issues

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

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

      Is there a way for customers to add comments via email on their service desk portal tickets? Without giving them the permission to create new issues via email?

      Our customer tickets have certain fields we want to keep required, which prevents us from using the email channel; however we want to give customers the ability to add comments to JIRA service desk notification emails via email. Is this possible?

            [JSDSERVER-815] JIRA Service Desk - Email Channel - Ability for customers to add comments via email without creating issues

            LANDI Global IT added a comment -

            Created:17/Sep/2014 9:15 AM

            and today is 2024 ?

            LANDI Global IT added a comment - Created:17/Sep/2014 9:15 AM and today is 2024 ?

            John Rolla added a comment -

            How has this not been done?

            John Rolla added a comment - How has this not been done?

            Sean Thompson added a comment -

            I see this was originally opened in 2014 so 6+ years later I'm not hopeful we will see this but this is a big deal.

            Sean Thompson added a comment - I see this was originally opened in 2014 so 6+ years later I'm not hopeful we will see this but this is a big deal.

            Stefan Bohman added a comment -

            This feature would be very nice. As Paul Fechner mentioned quality data is very important and can be gathered via the customer portal.

            But comments cannot edit any field values so an email would forward the same information as a comment on the customer portal.

            Stefan Bohman added a comment - This feature would be very nice. As Paul Fechner mentioned quality data is very important and can be gathered via the customer portal. But comments cannot edit any field values so an email would forward the same information as a comment on the customer portal.

            Rusana Vorontsov added a comment -

            This feature would be very useful

            Rusana Vorontsov added a comment - This feature would be very useful

            Daniel Varela Santoalla added a comment -

            This should indeed be configurable. We do want to direct traffic to our user portal (and hence to our Knowledge Base) so preventing them from creating issues by email is a GoodThing. However, we still want them to be able to quickly answer a previously created issue via email.

            Daniel Varela Santoalla added a comment - This should indeed be configurable. We do want to direct traffic to our user portal (and hence to our Knowledge Base) so preventing them from creating issues by email is a GoodThing. However, we still want them to be able to quickly answer a previously created issue via email.

            eihoward added a comment -

            It is important for us to limit issue creation via WEB and not through email.

            eihoward added a comment - It is important for us to limit issue creation via WEB and not through email.

            John Heusinger added a comment -

            We would also like to see this feature added

            John Heusinger added a comment - We would also like to see this feature added

            Paul Fechner added a comment -

            I am surprised this is not part of the product.  Quality data going into any service desk system sets the right path to resolution.  The best way to force this is to direct people to the portal.

            However, responding to a comment on an existing request should always be able to be performed by the customer via email.  This is the most efficient method especially if they are travelling.

            Paul Fechner added a comment - I am surprised this is not part of the product.  Quality data going into any service desk system sets the right path to resolution.  The best way to force this is to direct people to the portal. However, responding to a comment on an existing request should always be able to be performed by the customer via email.  This is the most efficient method especially if they are travelling.

            HC Support added a comment -

            For us the same

            HC Support added a comment - For us the same

              Unassigned Unassigned
              bbb7d77ad796 Andy Soltani
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                Created:
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