Can a Group eMail be used beyond Reporter

[Paul Cater]

We have a group email set-up for a client support@xxx.com that allows them to Report a incident in our Jira.

This seems to work fine.

But can a group email set-up be used to view, comment, edit a ticket or does that have to be granted as indivdual accounts e.g. paul@xxx.com

[Angélica Luz]

Hello @Paul Cater,

Welcome to Atlassian Community!

For users and customers to be able to create tickets, receive notifications correctly, and have the correct permissions to view, comment, and so on, they need to have individual accounts.

Using a group, the person will have to log in using the support@xxx.com email and the password, and making changes to a ticket, for example, will be registered as the group email made the change and not the user that really made it.

Also, there are some features suggesting improvements for group mail, since some issues happen when a group is added as a participant, for example:

• Allow JIRA ServiceDesk to Identify an Email is a group mail
• Ability to handle mailing list which is added to 'To' or 'CC' field when creating issue via email

If you have any other questions regarding this matter, please let us know.

Kind regards,
Angélica