Looking to migrate from Zendesk to Jira Service Desk but have an issue with automating

Question

We are looking to migrate from Zendesk to Jira Service Desk but we see a show stopper issue that I’m hoping someone can point me to a solution.

Currently, we have Zendesk set up where if someone sends an email to support@ourcompany.com, that is the main email account on file and it goes to the "general" queue. Whereas if an email is sent to dbsupport@ourcompany.com or applicationsupport@ ourcompany.com it goes into Zendesk and is automatically routed to either our DBA or business application person. We have about 7 email addresses that will need to be routed like this.

In Jira, there is only one option to have a support email. In our case, we would have to make the dbsupport and applicationsupport aliases under the support email address. I am worried that we then can't route those specific emails to the person we wrote the rule for then someone will have to monitor the general queue to assign tickets to whomever they are meant to go to and that would be a 40 hr a week job at a minimum (trying to work smarter, not harder).

Anyone know of an add-on that could help manage this for us?

Megan McClintock · Answer

Hello František,

To add to what mbrouillette mentioned above, when in Jira service desk, we want to add multiple email request email addresses for our customers to send email requests to.  Project Settings > Request types > Email Requests is the setting we are going to to set this up and there is only one Gmail email address option. In Zendesk, we can set up many separate email addresses going into our account and not an alias under the account. Under this article () it was appearing that we would have to add these addresses as an alias under one "master" support address. If this is not the case, could you please assist as to how we can add more than one, and route which email address gets assigned to an agent.

Thanks

František Špaček _MoroSystems_ · Answer

Hello!

If I understand you correctly, you want to setup more incoming email adresses for your Jira Service Desk. It is of course possible.

You can set up one general email in system settings, which works for every project with some default settings. If you want to set up email for each specific project, go to project settings into Email Requests and set up your email addresses there.

If you are looking for more information, refere to these pages: https://support.atlassian.com/jira-service-desk-cloud/docs/receive-requests-from-an-email-address/

You will hopefuly find everything you need!

Best regards,

František