When ingesting an email is there a way to sort the ticket by issue type?

Question

I have setup the incoming mail and I am able to receive email requests into my queue. Is there a way to auto assign the issue type via a field in the incoming mail? I have seen that you can set all incoming mail to one issue type. I was wondering if there is a way to differentiate between for example a bug, new feature, etc...

Iryna Komarnitska_SaaSJet_ · Answer

Hi @Ben Larson ,

To convert emails to Jira issues, I recommend you try Email&Tasks: Jira Cloud for Gmail by my team.

You can convert your emails to tasks manually or with the help of the AI-based 1-click task feature. When creating a task, you can choose the issue type you need.

I hope it will be helpful for you!

Esteban Diaz · Answer

Hi @Ben Larson ,

The Email Request Types is tight to one only Issue type and the issue type linked to a particular workflow ... so its is not possible to edit the issue type without loosing the relation with the request type.

Maybe you can create an automation that based on the content of the summary of the email request received, change the Request Type completely. There en a component in automation that allows you to change it : Edit Request Type.

Maybe you can consider to classify the received Email Request using an automation and labels or a custom field ... this will be much easier ....

Cheers,

Esteban