Open s-taube opened 4 weeks ago
Board in Jira External form to add ticket Notes and instructions on Jira set up Standard Plan seems fine
Can we update ticket status from email? - Yes, with rules. For example, the FLP staff member would include a particular phrase in the email e.g. "This issue is now completed." (We could create templated emails for this.) Then, following a rule we created in Jira, the ticket would automatically move to the "done" column.
Can we send different auto responses for different request types? - Yes, this is possible with upgraded (not free) plan. So, people who send case removal requests could get a different auto response ("we'll review this within one week") than those who report bugs.
Can we add more details on a customer, like type of user (Power User)? - Yes, we can add new fields to customer details. We can also choose whether that information appears on the ticket itself. That information can be shown or hidden from end users.
@mlissner
API info:
Neat. Clarification: Can we add data about the requestor to the initial email and then not show that to the user?
No, the content of the email will appear in the jira ticket as the "description." This field is always visible to the user.
OK, that's what I thought. Kind of makes me think we should got into the API. Looks like it's pretty darned simple, and if we did it that way we could avoid the regex stuff, send ourselves whatever metadata we want, while not showing that to users.
That said, it feels like v2 and we should get v1 out the door, particularly since all our devs are totally swamped as it is.
I think that means we need a format for the emails that you like and we can easily tweak the contact form to behave accordingly. Is that a good place to start?
Today, questions and issues come in via email and form on the site. When the form is used, browser data is automatically captured.
Set up customer service portal in Jira.
Widget v Issue Collector:
Test:
When Portal is live