How can the customer set the priority on an email ticket creation?

Question

Our customers most often use the email interface for ticket creation. How can they indicate a major, critical or blocker via the email interface?

I tried to send an email with outlook high priority and it actually set the ticket to minor priority rather than medium which is how all other tickets have been created.

Angélica Luz · Answer

Hello @shannon.bednowicz,

Thank you for reaching out to Atlassian Community!

When creating a ticket via email, the only fields that will be filled are the Summary (Subject) and Description (Body). Currently, there is no option to set the priority via email, so when the customer sends an email to the Service Desk, it will use the default priority set by the administrator.

There is a feature request suggesting the implementation of such ability:

* Email Priority Header Support for ServiceDesk

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

Regards,
Angélica

Christian Nordström [Eficode] · Answer

You need app like this https://marketplace.atlassian.com/apps/4977/email-this-issue?hosting=cloud&tab=overview to Process incoming emails and initialize issue fields with data extracted from the emails