Change customer email address on incoming ticket

Question

We partner with an external Tier 1 tech support provider.  When escalating tickets, they send us an email with the particulars included in the message content (Customer Name, type, issue, etc.).  Service Desk is monitoring the email channel and is generating a ticket with the Tier 1 technician's email address as the submitter.  When we add comments to the escalated ticket in Service Desk or attempt to interact with the customer, we are interacting with the orginal Tier 1 technician and not the actual customer.  Can we change the email address of the customer for the ticket - or add the customer's email address somehow such that we can interact with the right person through the ticket?

Thank you,

Paul Collins

Brant Schroeder · Answer

You can do this using smart values and the match function. You would use the create issue trigger, then in and edit action, you would add the fields you want to set, using the values below to set them.  I know that some have complained that this no longer works because of the Wiki markup being applied in the description field.

Paul Collins_f7b3k7 · Answer

Thank you very much Brant.  The provider is simply emailing this to us - their technicians send us an email with the original submitter's name, email address, issue, etc.  If we wanted to use that parse statement and update the reporter, how would we do that?  Thanks again, Paul Collins

Brant Schroeder · Answer

@Paul Collins If the email body contains the customer's email address you could use automation to parse it and update the reporter.

You would need it to follow a set format to make this work and it could be prone to breaking.

If the external Tier 1 provider has a process in place for pushing this information to you, you might see if they could do it via the API https://developer.atlassian.com/cloud/jira/service-desk/rest/ This way they could send the information over into the correct fields.

Another option would be to see if they could spoof the email sent to your service desk to make it seem like it came from the reporter's address.