Find sent-to email address of tickets arriving in Service Desk

[Lennard Kuijten]

Since Atlassian Service Management allows a service desk to have up to 10 email addresses be configured to route emails from into the service desk, is there a way to see on a newly created ticket to WHICH email address the item (original email) was sent - (without having to go through the various inboxes of m email accounts) - but rather from the Jira SD ui, especially from within the created ticket?

Each ticket states: "<from-email address> raised this request via Email"

The description does not include this (header) information).
The work log nor the history show the initial ticket creation listing to TO address.
And note: The selectable fields on a ticket do not include any to-email address, listed.

Can it be retrieved from the ticket?

[Calvin]

We have this problem too! For us we ended up just giving them different "Request Types" and using the request-channel-type to figure out it came from email and the "Request Type" to figure out which email.

https://support.atlassian.com/jira/kb/using-the-request-channel-type-property-on-filters/

[Trudy Claspill]

Hello @Lennard Kuijten 

Welcome to the Atlassian community.

Take a look at the response on this post:

How can I see which email address customers emailed? 

I haven't tried it myself, but let us know if it works for you!

[Jams Tung]

It’s frustrating that the "To" email address isn’t natively visible in the Jira SD UI for tickets created via email, especially since that info could clarify which channel the request came through. Maybe there’s a workaround prototype using automation rules or custom fields to capture and display the recipient email—worth checking Atlassian’s documentation or community forums for solutions.

[Trudy Claspill]

@Jams Tung 

Welcome to the Atlassian community.

There are work-arounds. 

@Calvin  and I each provided an option in our answers posted on Friday.