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Question

We are trying to set up a second SD to only accept emails form customers and not use the portal. Now we know one of our customers utilizes a SD also, is there a way to receive emails from another SD. I have turned off all notifications except comments added.

Is there a  work in place to allow emails from another SD?

Thanks for any assistance,

Christopher

Radu · Answer

hi @Christopher ,

Looks like a doable idea. The only caveat I see is not registering all your customers in your service desk.

Regularly when an e-mail comes in the request reporter is the e-mail sender. then Subject, Description & Attachment from the e-mail are used to create the ticket. If your mail1@example.com sends all the requests then it will be the reporter.

Now that I think of it, probably more important, if mail1 is the proxy for your customers, when you send an update from mail2 to mail1 without knowing who the reporter is, I'm unsure how you'd be able to notify the right customer.

To make it work you'd have to keep the original sender when sending from mail1 to mail2 and force/hack all e-mail with any recipient to go to the mail1 server/inbox.

I think it would be hackable although I'm not sure how.

Hope this helps.

Cheers,

Radu

Christopher_foetj2 · Answer

Hello @Radu,

We do currently have a custom email set, however when it is sent from the service desk is says sent via atlassian.net.

My boss and I have been talking about the issue and think we may have come up with a solution. If you have any other ideas please share them.

Note: We would disable all notifications except comment in our service desk to avoid an endless look of email replies "We have received your request" ;)

Solution in mind is to create another email mail1@example.com receives the request then send to mail2@example.com (attached to service desk). Then Reply with a comment in Service Desk mail2@example.com replies to mail1@example.com then replies to requester. The part we are trying to make sure is when we reply from the Service Desk it follows the trail back the other way.

We only have one customer that we know that utilizes another service desk. To identify them we would give them a specific email we created to set as us in their portal to reply to.

Hope it works. If it does I will be sure to let everyone know here as a possible work around.

Thank you,

Christopher

Radu · Answer

@Christopher  would connecting a custom e-mail account work for you?

You would be able to receive tickets through both.

Let me know how that works,

Radu