Email request - Automatic user creation when mail comes from Shopify contact form

[Support Ticatag]

Hi,

I want to configure a Jira Service Desk and would like to automatically create the user if he sends a request by mail for example to my contact email address ( contact@ticatag.com)

To do that I did a redirection of "contact@ticatag.com" to my Jira Service Desk project "support@ticatag.atlassian.net"

This works perfectly if the user sends the mail directly to contact@ticatag.com and Jira will automatically create the user from the customer email ... great !

My issue is in the case where the mail comes from the Contact form of my Shopify website. The email received comes from a generic email "mailer@shopify.com" (ticatag(Shopify)) and the customer email ("tncmic@gmx.fr" in the example) is in the "Reply to" field (see screen shot attach)

=> Jira is then considering the user as mailer@shopify.com ...  and does not create my customer as the owner of the issue

Is there a way to fix that ?

Thks for your help

Yann

[Angélica Luz]

Hello Yann,

Welcome to Atlassian Community!

When receiving requests by email, Jira will recognize the "From" as the reporter and currently, it's not possible to configure it to make Jira get the Reply-to to add as the reporter. 

There is a feature request suggesting the implementation of this ability:

• Allow use of "Reply-To" for the Reporter Field 

Please, click on vote and watch to receive updates about the feature.

Regards,
Angélica