Trying to configure multiple e-mailaddresses

Question

Hi,

We're planning on using Jira Service Desk in several weeks.

The problem we're facing right now is that we have 2 e-mailaddresses for different queues.

I've read a post about an e-mail alias, unfortunately our hosting provider doesn't support an e-mail alias.

I've tried setting up a copy mail, but this doesn't work at all.

Is there a way to automate messages send to a specific e-mail address which isn't connected through IMAPS to get in to a certain queue?

Jack Brickey · Answer

Options:

* use a single email and leverage an addon to parse for urgent requests and set up the necessary notifications/alerts and SLAs accordingly.
* use two emails and two projects and couple this with an addon like queues-for-jira-service-desk to allow your agents to work from a combined view
* research using both the default email provided w/ every project and add the custom email.

Leroy_lqifn4 · Answer

Hi Jack,

Of course!
We're offer a SaaS solution.

Our customers are able to create support tickets.
The software they use let's them create their own webshop.

Since our customers depend on an uptime to sell their products we have one queue for emergency requests, right now we use Kayako and have 2 e-mailaddresses connected.

Right now, I'm trying to re-create this configuration and connect one certain e-mail address to one specific queue, that way our employees know they to react.

This is because outside office hours people still need help when it's an emergency.

Two seperate projects would be a hassle, this because we work from one project specific.

Do you have any idea what kind of addons there are?

I hope this clears things up!

Regards,

Jeffrey

Jack Brickey · Answer

Hi Jeffery, and welcome to the Community! Could you explain why two email addresses are needed.

Depending on your requirements...

* you could set up two projects each with its own email channel
* you could use an addon to process incoming emails based upon subject/body content though I’m not keen on such a solution

note: in Cloud you get an atlassian provided email by default with each project and you can add a custom address. I seem to remember playing with having both active several years back. Each channel went to a different request type. I am unsure if this will work TBH but you may wish to give it a try.