Using Jira Default Cloud Mail Server to create tickets, but with company specific email address

[John Bradley]

Hello,

We currently are using Jira Cloud, and have an M365 incoming mail server and mail handler set up to create and comment an issue in our Helpdesk project based of of emails sent to a company specific email address.

If we wanted to use the default cloud mail server but want our users to continue to email the helpdesk using our company email, is setting up a rule in our exchange server to forward emails and replies from the company email address to our jira email address assigned in our Jira default incoming mail server the right/only way to do this?  If someone from the helpdesk responds to the original email that was sent using the company email address will Jira know that it is part of an already-created issue or would it create a new issue?

Thanks in advance for any insight.

[Atlass Monster]

Hello @John Bradley 

I don't customer support at my job, but I remember that the last part of your question should work. Here is the info:

Source: Trust me bro (JK) - https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/