Email requests from external customers

Question

Hello community,

I am new with JSM and looking into using it for external customers. However I have various customers and would need to find a way to associate the respective sender's email address to individual customers e.g.

email address                    customer

john.doe@abc.com           Softhard

jane.doe@asd.com           Softhard

wayne@xyz                       Trynot

The intention is to have an automation in place which assigns the ticket to a specific customer based on a field available in the ticket (not sure which since I haven't found a field customer yet!). As a result I would be able to sort the view of the queue based on that field or even filter for a specific customer only. I assume it would be also available in reporting for more granular view rather than all ticket?

I am struggling to find a way to set up JSM (free version) as I described above. Any help ich much appreciated as I don't think this is an exotic scenario, is it?

Thanks so much!

Gabriel Raubenheimer · Answer

Hi @JGH

I'm Gabriel, the PM who looks after JSM's Customer Service features.

This might be of interest to you - Rich customer context in JSM. Let me know if this will help.

It's not currently available in Free, but we plan on making it available in the near future.

I would love to hear how you go getting set up with JSM for external support. If you have any feedback, please let me know. My email is graubenheimer@atlassian.com.

Cheers,

Gabriel

Jack Brickey_h10pa4 · Answer

just an FYI... please use the Reply button rather than Suggest an answer. This will ensure that the discussion stays within the appropriate thread which helps when there are multiple discussions involved in a post.

JSM has a functionality called Organizations which allows you to group your customers. This has a number of important features, one of which is to ensure that your various customer organizations cannot see the issues of other organizations. You can use this organization feature two define the queues, e.g. organization = softhard and resolution is empty.

Might I inquire as to why you are forwarding the email rather than simply using primary email that the customer is using as your incoming email handler in your project? If you continue down the path you are on then you need to ensure that the actual customer reporting the issue is as the reporter of the specific issue. In this way this customer will get updated according to the notification scheme set up in your JSM project. I do assume you want the customer to be in the reporter field?

JGH · Answer

Hello Jack,

thanks for the welcome. I think I explained myself a bit unclear. I do not want to assign any tickets to customers. I want a specific field in the ticket being available for my agents to sort by customer if this makes any sense to you.

Tickets are coming in only via email to a mailbox which would be forwarded to the JSM email receiver. JSM would need to do then some logic to map the email with a customer an populate into the appropiate field. I am okay with using rules that can be amended with additional sender's addresses for same customer if different email domains. Not sure if this makes it more complicated to achieve my goal?

Does it make more sense to you now?

Thanks