Creating tickets in Service Desk by replying to customers

Question

Hi,

We are setting up a Service Desk instance.

There is functionality that creates an issue against a specific Customer/Organisation if that Customer emails a support email address.

However we have instances where the team will get emails directly. What is the easiest way they could create Service Desk tickets against the correct Customer/Organisation?

When our staff cc the support email address in responding, it marks the requestor as the internal staff member (and not the customer) and the ticket needs to be manually assigned.

Thanks,

Philip

Nguyen Tran · Answer

Hi Philip,

I don't think this is possible with Jira Service Desk today.