How can non-jira user communicate in Jira?

[Evrim Demir]

Hi all,

In my organization, tech team receives the development-related tickets via email. Then they go to Jira and create the issue and assign them to developers. Basically, the tech team is the bridge between developers (jira users) and rest of the company (non jira users). 

(tech team has also jira access)

I would like to make three things below;

1. Non - jira user should be able to create a ticket via email
2. Non jira user should be able to receive a notification whenever their ticket is updated
3. Non jira user should be able to comment in Jira via email

Can you please help me on how to make this happen?

Thanks.

[Andrew Laden]

The Jira Enterprise Mail Handler app (JEMH) can be configured to do what you are trying to do.

Its a little complicated to set up, but they have a pretty good walkthrough that covers what sounds like your exact use case. 

https://thepluginpeople.atlassian.net/wiki/spaces/JEMH/pages/2850947/Configure+JEMH+for+a+Helpdesk+environment+from+scratch

[Nic Brough -Adaptavist-]

Jira supports 1 and 3 off-the-shelf with "email handlers", but because the person is not a Jira user, it cannot know where to reply to, so 2 cannot be done.

If you got Jira Service Desk, this allows you to have "customers" who are not considered full Jira users, but do have an account with an email address, and hence all three things can be done with them.  Customers are free, you can add as many as you need at no cost.

[Evrim Demir]

Nic, thank you so much for your reply!
We are actually planning to purchase some licences for Service Desk.

Can you please help me to understand what should be the workflow in that case?

Let's say;

1. Tech team received the ticket via email
2. It automatically created a ticket in Jira Service Desk
3. Tech person escalate the issue to the developers by creating a separate Jira task
   1. We might relate the Service Desk Issue and Jira Issue 
4. Then how the developer and issue sender (non-tech) will communicate? 

Thanks in advance!

[Nic Brough -Adaptavist-]

The workflow is about how you want to handle requests coming from your end users.  Creating a request is only the first step, the rest of it is up to you and your processes.

In your list, steps 1-3 are built in things in Jira Service Desk that aren't part of the workflow beyond being just the "create" step.  On step 4, the normal pattern is for the service desk agent to talk to the customer and developer, selecting only the stuff that needs to go to each.  There's a section on requests for comments that are sent to the customer or just kept internal (developers can make internal ones)