Add customer directly in ticket

Mareike Müller

Can I add a customer automatically by just entering his email address as the author of a ticket?

Background: The tickets are automatically created by a email forwarding from our service mail address. Therefore the author of the ticket is always the support mail address. When we want to answer the customer, we have to first create him via the menu point "Customers" and then enter his address in the ticket.

Ivan Lima

Hey @Mareike Müller, associate users with tickets require the users/customers to exist in Jira. Jira Service Management gives you the ability to add new customers "automatically" by including their email address in the "To" or "Cc" field when replying to a request's email notification. Also, by signing up or simply sending a request. How does the actual customer come in the email? Are they CC'd in the email? If the answer here is that customer is not CC'd, I would say that someone/something needs to add the new customer to your product to make them available to set as a reporter, participants, etc. You can somehow automate this process, though you would need to have the customer embedded in the request and do a few tweaks with apps.