Forwarding email to jira

[Andreas Olbricht]

Hey together,

We want to forwarding emails from our customers. The email handler should create a support ticket for our customer, which email we forwarded and not for our user.

is that possible?

greetings from Germany

Andy

[Joseph Chung Yin]

@Andreas Olbricht -

Welcome to the community.  You will need to configure your env to create issues in JSM via email.  I assume that you have already done so.

If not, here is the guidelines -

https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/

https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-email-address/

In addition in JSM - you can further setup for each of your JSM project to a custom email as an intake by accessing Project settings > Email requests

Lastly, I am sure that you already know that JSM has a out-of-the-box functionality where one can raise a request on behalf of a customer - Here is the details:  https://support.atlassian.com/jira-service-management-cloud/docs/raise-a-request-on-behalf-of-a-customer/

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Andreas Olbricht]

Thx for your answer.  But If I  forward an email. The ticket will use my email not the email of the customer.