Configure auto reply at Jira Software

[Everis]

Hello,

I need to configure an auto reply. Now when customers send an email to my support email a ticket is opened automatically. What I want to create now is an auto reply to inform them that that ticket has been created and we are working in that.

I find information to create this in Jira Service Desk but not very much in Jira Software. Anybody can help me?

Thanks in advance.

[Jack Brickey · Accepted solution]

if your "customer" is a user in your JSW instance then they should get notified. If not check the project settings > notifications. if they are not a user then the reporter is getting set to the "default" that is configured in the email handler and unfortunately you cannot send the actual reporter an email, at least OOTB. To send an email to someone that is not a user in your JSW instance you will need an addon, e.g. Automation for Jira, JETI, etc. and you will need to ensure that their email address is available in a custom field.

[Everis]

Dear Jack,

Your information has been very useful for me. 
Thank you very much.

[Everis]

Hello again,

I have some extra questions to you ralated to the case where "custumers" are already in JSW:

• Can I modify the body of the auto reply? Where?
• Now, I have configured the "Issue created" event to notify only to "Current Asignee" but I suppose that I would have to configure this event to notify to the reporter. Am I right?

[Rilwan Ahmed]

Hi @Everis ,

You can modify the template in your JSM project settings --> Customer notification.

i.e. https://<baseURL>/servicedesk/admin/<PROJECTKEY>/customer-notifications

You can also add who can receive the notifications

[David James]

Thanks for the info.