Email Request Type

[Akanksha]

Hi, We have setup a new JIRA service desk for Operations team. 

Our support email points to that JIRA service desk project. And whenever anyone sends an email to this support inbox, that triggers creation of a ticket. 

There is one of the vendor to which my team submits request and CC support email for visibility to other team members. That triggers creation of a ticket. 

When the vendor responds back to the request, they automatically copies the support email (because it was CCd in the first place) and triggers another request creation but with the same reference number.

Is there anyway that we can automate or nest related tickets together when request is logged in via email ?

Or customize the ticket creation from one particular reporter ?

[Riley Venable]

You can create a queue for escalations and configure it to capture issues based on any type of criteria. You can add an Escalations custom field for your agents to populate, or you could create a component or label to use for escalations. Then, you can create a new queue for escalations using the Escalations custom field or tag. You could even apply an SLA to determine escalation time or create a custom automation rule to send an email to an agent managing escalations when the field is toggled or when a tag is added.