Set a default priority for email based requests

[Adam Fenyves]

Dear Community,

I am setting up Jira Service Desk for my team, and it seems that email-based requests are all ending up "high" priority and I can't find a setting to change this. I have found some threads advising that the "email priority" of Exchange is parsed automatically, but our customers are using gmail which doesn't support that (tested that, too). Please advise.

[Jack Brickey · Accepted solution]

you have a couple of options...

• Easy - change the system level default to something other than "high", e.g. medium
• A bit more work - use automation to set the priority if the request comes in thru the email channel. I believe this is possible but have not done so myself.

[Adam Fenyves]

So there's no separate default for emails possible (like "if it's urgent, call us"). I'll live with the default system level then, thank you!