I want to forward emails sent to me on to service desk but use the original sender as the customer

Question

Hi, I have Service Desk set up on Cloud but I am brand new to Jira so still learning.

I want to be able to forward emails that internal customers have sent to me on to our service desk email so to set up the issue but I want it to use the original senders email as the customer. At the moment it uses my email as the customer so I keep setting tickets up for myself!

William Spooner · Answer

Variants on this feature seems to have been suggested a few times in the past, including an "official" feature request (for Jira Cloud) that was closed as "Won't do" back in 2015 (@Angélica Luz: https://jira.atlassian.com/browse/JRACLOUD-43468

It is also closely related to this current feature request: https://jira.atlassian.com/browse/JSDCLOUD-7859

Improved handling of forwarded emails seems to be a really sensible feature; for Jira Service Desk in particular - perhaps a new feature request could be raised? I'm not sure how to go about that...

Susan Hauth _Jira Queen_ · Answer

That's the only way I know of currently.  Maybe someone else will have a better idea.  We do reward the users that directly raise the issue with a higher priority.

:-)

Andy Young_pac5lm · Answer

Thank you Susan,

That is how I have been doing it so far but having used another product in the past that did pick up on the original sender so I was hoping there was a clever way to make the change on Jira?

If nothing comes up I will go with your suggestion, at least until all of our internal customers know to email our Jira address directly.

Thanks again