auto Assign Ticket from email request based on the email subject

Felipe Corredor_3vellu

Hi, Jira Community
I did set up my jira service desk so whenever some one send an email to suport@email.com a ticket is created in my board, However, I am failing to get to know when this happens.

Is there a way that what ever of the subject is (key word) this ticket will be auto assign to an agent in charge?

Sample

1. Subject of the email: "it Support" this ticket is assign to Agent A

2. Subject of the email: "Sales Support" this ticket is assigned to Agent B

Or how can i activate the notifications so when ever a ticket is created I get a notification or it s assigned to me.

Note:  I do not work with issue types, the incoming emails create a plane ticket

Petter Gonçalves

Hello @Felipe Corredor

Welcome to the Atlassian Community!

You can user Jira automation to assign a ticket based on its summary (Email subject) when it gets created, as long as you are using a classic Service desk project (Not next-gen).

These would be the steps to achieve it:

1. Navigate to your project > Project Settings > Scroll-down the left menu and click on Project automation (Not Automation)
2. Click to create a new rule and use the template below to properly configure the rule, adding the assignee you need when the issue match one of the conditions:
   
   
   
   

Additionally, you can also configure a notification to be sent to you or any other specific user when an issue is created. These would be the steps:

1. Navigate to your project > Project Settings > Notifications
2. Click in Actions > Edit notifications and add any specific users you want to the "Issue created" notification.
   P.S: By default, the assignee is already configured to receive notifications when an issue is created or assigned to him.

For more details about the steps above, please check the following documentation:

Configuring email notifications 

Jira automation 

Let us know if you have any questions.