How-to - Service Desk + Mobile Device

[Andreas Schnederle-Wagner]

Hey there,

I got a conceptual Question on how to best create Service Desk Requests from Mobile Device.

Some of our Employees get lot's of Customer Inquires directly in their E-Mail Box. When they are Out in the Fields they should easily be able to get the E-Mail into Service Desk (in the Name of the Customer - so they get Notifications on Ticket Update, ...)

How could this be best achieved?

If they simply forward the Mail to Jira Mail Handler the Request will be opened in "their Name" with "their Mail Address" and not in the Name of the Customer ... ?

Hope someone can give me an idea on this ... ;-)

thx, bye

Andreas Schnederle-Wagner

[Jack Brickey]

unfortunately the Jira mobile app doesn’t allow changing the reporter. Two suggestions: get customers to not email support agents directly as this is a bad habit to get into, use the web version of Jira to change the reporter after agent forwards.

[Andreas Schnederle-Wagner]

We try to educate our customers to use the main support address or web interface - but this will take some time as some of them have been doing this for over 10 years ... ;-)
Guess there is also no App which can get mail by "share action"? "share with APP XYZ" or something like that?

[Jack Brickey]

Not to my knowledge.

[Andreas Schnederle-Wagner]

what a pity ...

but thx for your time! ;-)