Comments going to Jira Service Email Inbox

[Katie Oliver]

Hi there! Currently we're only using JSM for email requests, and have the inbox for our linked JSM email in each agent's outlook. So when someone emails a request, it goes to our Jira Service Management project as well as this inbox.

However, when someone comments on an issue within the Jira site, I would like for that to be added to the email thread in our Outlook as a reply. Is this a connection I can set up or is it not possible?

[Amy Campbell]

As far as I know, you can set up Jira to send notifications about comments to your email, so they appear in your Outlook inbox. You’ll want to check the notification settings in Jira Service Management and ensure that "Issue Comments" are included in the email notifications. This way, any updates or comments on an issue will show up as replies in the email thread, which should help keep things organized. It might not be as smooth as an automatic back-and-forth, but it could definitely help you maintain that Inbox Zero mindset!

[Kian Stack Mumo Systems]

@Katie Oliver, 

Not that I am aware of. If a user replies to email notifications those will be added to the inbox, but the outgoing notifications are not.

[Ingo Wenke]

If you want to get a copy of outgoing comments, just add the receiver as request participant. This will work for comments to customer.