Using one custom email address for multiple Service Desk projects

Question

Hello,

We'd like to set up multiple projects, with each one based on the type of support query (e.g. Technical Help, Software Help, etc).

We'd like just one email address to be used for this purpose so that it's easy for everyone to remember, i.e. "support@ourcompanyname.com".

Important for us is

* that we can use our custom email address
* that every project ist reachable by our email address (at best by one custom mail address)
* that customers who don’t have an access to our customer portal can create a ticket via email. For this case we just want to communicate one single email address (no matter to which project the issue belongs).

My Question is:

Is there a way for these email queries/requests to be directed into the correct project ?

Thanks,

Sarvesh

Ajay _view26_ · Answer

Hi @Sarvesh Choollun

Welcome to the Atlassian user community! As @Marc -Devoteam-  mentioend, you can use seperate request types for Technical Help, Software Help and then manage with a single email for customer support!

Cheers

Ajay

Marc -Devoteam- · Answer

Hi @Sarvesh Choollun

The solution you want is not possible as per project there is on email request possible and that is bound to that request.

And related to your preferred setup that customers only sent emails to open requests, I don't see the need to have several JSM projects.

Have a single queue on a single project where all issues are incoming and set a component or label based on the team (software, technical, etc).

This to setup queues based on the component or label that the required solution team only has to look at this queue in the project.