How can an Agent create an issue and assign it to an User with an email

Fabio Martignago

Hello,

 

yes I know, it's not pretty clear...

I am the Agent but sometime I need to open a new issue for an User who can't access his email client or He is calling me by phone.

I would like open the issue for him, from my email client sending the email to the Service Desk.
I suppose: The Service Desk should read from "Cc" field the colleague User name and use this field as the issue Reporter. And Me, the sender, as the default Assignee.

 

What do you think?

Is it possible?

Angélica Luz

Hello Fabio,

Thank you for reaching out to Atlassian Community!

When a customer or an agent sends an email to service desk, the From will always be added as the reporter and other emails added to To or CC will be added as participants.

Currently, there is no option to use fields or other configuration to select the reporter and assignee when sending an email.

The best option, in this case, would be opening the portal and creating the ticket on behalf of the customer and then add you as the assignee. It's better to use the portal because the request type will be automatically set.

We have a feature request suggesting the implementation of the ability to automatically select an assignee based on key words:

• Auto-Assign request to specific agents based on key words in the email contents

Please, click on vote and watch to receive updates about the feature.

Regards,
Angélica