Communications

You can streamline communication with clients and effortlessly manage emails from non-Jira users. Here’s how CRM Communications feature can help you with that:

• Receive Emails: Turn incoming emails into Jira issues or comments. Automatically capture details, link CRM contacts, and handle attachments.

• Send Messages: Reply directly from Jira issues. Compose, format, and attach files.

• Automated Notifications: Keep non-Jira users informed with updates on status changes and comments.

• Work Without JSM: Engage in email communication even if you don’t have Jira Service Management.

If you need to discuss certain aspects of the issue with your colleagues, you can use the standard Jira comments section. This keeps internal discussions separate from communications with non-Jira users.

Let’s have a look at how this works

Receive Emails

When a non-Jira user sends an email to your established incoming connection, our app will check the email and determine whether it is a new request or a response to an existing issue.

1. New Request:

   • A new issue will be created in Jira.

   • Subject will be set as an issue Summary.

   • The body of the email will be added to the issue's description.

   • The email sender will be added to CRM contacts and will appear in the CRM contact field.

   • When enabled, new participants (email addresses from email CCs or users responding to the issue) are automatically added as CRM contacts. If this feature is disabled, the app will still store these participants for communication purposes, but they won't be added as CRM contacts and will remain linked only to the specific issue.

2. Response to Existing Issue:

   • The body of the email will be added as a comment in the CRM Communication tab of the relevant issue.

In case you need to add email to the comments section mannually - just add issue key to the email subject and sent it to email adress which is established as incoming email connection!

The CRM app does not store attachments directly. Instead, all attachments from non-Jira users are automatically added to the relevant Jira issue. Keep in mind that email servers often have size limits, with many providers like Gmail, Yahoo, and Outlook capping attachments at 25 MB per email.

Send Messages

You can easily compose and send messages to non-Jira users directly from an issue in Jira. Follow these steps:

1. Navigate to the CRM Tab:

   • Go to the Activity section within the issue.

   • Click on the CRM tab.

2. Add a Comment:

   • Click Add Comment.

   • Enter the recipient's email address in the To field. By default, the CRM contact is chosen, but you can add multiple recipients. The dropdown menu only includes current participants of the ongoing discussion in the task.

   • In the "Copy" field, you can select recipients to receive a copy of the message. The dropdown menu also only includes current participants of the ongoing discussion in the task.

3. Compose Your Message:

   • Type your message in the text box. Use the available formatting tools to enhance your text as needed.

   • Attach any necessary files using the "Select attachments" field. This allows you to include documents, images, or other relevant files with your email. These files must first be uploaded to the task's "Attachments" section.

4. Send the Email:

   • Review your email for accuracy and completeness.

   • Click the Send button to dispatch your email to the recipient(s). You will receive a confirmation that the email has been sent.

5. Additionally you can:

   1. Filter and Sort messages
      The 'Filter by Sender' field allows you to filter comments in the issue based on the sender.

      The 'Latest First/Earliest First' button lets you sort comments in the conversation by date, either in descending (newest to oldest) or ascending (oldest to newest) order.

   2. Create an Issue from a Comment + Details
      With 'Create Issue' you can create a new issue out of the message.

      With 'Details' you can see additional information such as: From, To, CC, Date, and Subject.

Note that it is possible to configure a custom footer for outgoing emails, which will be automatically added to all messages sent through the app.

The message will be added to the CRM comments section and will be accessible to all users who have access to the issue.

Notifications to Non-Jira Users

Non-Jira users will receive the following automated notifications:

1. When a new issue is created from their email. Here is the example:

   CODE

   This is an automated notification.
   
   Just confirming that we got your request. You can communicate regarding this matter by 
   replying to this email or any correspondence sent from {Incoming Email Address}, but please 
   do not alter the subject line. If you have any questions or need further information, feel 
   free to reach out.

2. When a contact is deliberately changed to another in the issue. Here is the example:

   CODE

   This is an automated notification.
   
   Greetings! Your email address has been designated as a contact for the following issue: 
   {Issue Key} - {Issue Summary}. You can communicate regarding this matter by replying to 
   this email or any correspondence sent from {Incoming Email Address}, but please do not 
   alter the subject line. If you have any questions or need further information, feel free 
   to reach out.

3. When the status of the issue changes.

4. When a comment is added to the issue.

Currently it is possible only to change default footer for messages. Changing message template feature is in our roadmap!

Issue context

The context window displays the values of the Company and Contact fields, as well as the Participants of the correspondence within the current issue.

Participants in the Correspondence Include:

1. The CRM contact who sent the incoming email processed by the Mail Handler, which created the issue.

2. CRM contacts who have participated in the correspondence in the issue at any time.