Can I set up a single service desk that uses two incoming email addresses

Question

Hopefully I'll be able to explain this clearly!

Original setup

In our business, we have two support teams.

Due to legacy issues and business merges, there are two email addresses active for support requests covering different issues.

for this request, we'll call them support_a@ and support_b@

Ideal resolution

To stop confusion for the end user, we need the following:-

* both email addresses (support_a & support_b) to create a ticket in our JIRA service desk project.
* the reply (notification) email from JIRA needs to use the same email address that the ticket was raised on

The reason why this needs, ideally, to be handled in one support project, is that one of the teams (support_a) triages all incoming tickets and escalates a ticket to the other team (support_b) where applicable.

What I've done so far...

* I've set the workflow up to handle this, using a linked 'waiting for support' status.
* I've set up a forward for support_b@ to email support_a@ and therefore generate a ticket* this is not great, as when we reply support_a@ is used

Any help/direction would be greatly appreciated

thanks

- Stephen

Marc Koppelaar · Accepted Answer

Hi @Stephen Lawrence

Unfortunately not a JSM project can only use 1 email address to create an issue from. So that's why you already have your self created work around.

Another w-o could be:

To use email aliases to point to the service desk email allowing you to have multiple email addresses.

For example you might have a service desk configured to use email@servicedesk.com and then point two aliases emailalias1@servicedesk.com and emailalias2@servicedesk.com to email@servicedesk.com.

When the email requests come in via the alias, the alias is attached as a request participant.  Then use automation rules to apply a component placing it in the proper queue.  All emails go out through the same address but when the user responds the JIRA email handler is able to match them into the proper service desk.