Send Case email to Jira as Jira comments

Overview

This feature enables agents to manually transfer selected emails from Salesforce Cases to Jira as comments.

Use Case

Consider a support agent managing customer issues in Salesforce. After creating a new ticket (Case) for a customer's problem, the agent exchanges emails with the customer to gather more information. To share these email conversations with the engineering team working in Jira, the agent can directly send selected emails from Salesforce Case to Jira as comments.

Configuration Steps

Configure Email to Case In Salesforce

1. From Setup, enter Email-to-Case in the Quick Find box, then select Email-to-Case.

   

2. A new screen will appear. Check the appropriate checkbox and click Continue.

   

3. Configure the settings for Email-to-Case according to business requirements.

   

4. Click Save to apply the settings.

5. A new screen will appear. Click New to add the routing email.

   

6. After adding the routing email, click on the ‘Verify’ button.

   

7. Once the email is verified, it will be added to the Routing address list.

   

Sending Emails as Jira Comments

8. Compose the email that you intend to send as Jira comments.

   

9. The Email is visible on the Email tab on the Case record page, you can also send the Replies through the below-highlighted tab.

   

   If the Email tab is not visible follow the below steps.

1. Go to the Object Manager and choose the Object. I am using the case object as an example.

2. Create the New action and fill the details as per the business requirement.

   

3. Once the details are added click ‘Save’. Now Add the Email button on Object Layout.

4. From the object Page Layout, click on the ‘Mobile and Lightning Actions’ field section.

5. Drag the ‘Email’ button from the Palette into the ‘Salesforce Mobile and Lightning Experience Actions’ section. See the reference screenshot below for guidance.

   

6. ‘Email’ button is now available on the Case Record page.

   

10. On the case record page, use the Manual Send Comments and Attachment button to send the Email. Refer to the Document to set up the button.

    

11. Click the Send Comments and Attachment button. A screen will appear where you can select the email you wish to send as Jira comments and specify the Jira issue number.

    1. Inbound Email: When the Incoming checkbox is checked, the email is classified as an inbound email. This indicates that the email has been received from an external source and is coming into the system.

    2. Outbound Email: Outbound emails are those that are sent out from the system to external recipients. These emails are created and dispatched by internal users to communicate with clients, customers, or other external contacts.

    3. With Thread: When the With Thread checkbox is checked, the entire email thread is sent with the current email, providing full context. If the checkbox is unchecked, only the current email is sent. This feature helps in maintaining organized and context-rich communication.

       

12. Once you select the Jira issues, click ‘Send to Jira’.

    

    This is how the Email will appear as the Jira comment on the Jira side.