Can we create JIRA ticket automatically through incoming mail to a particular support email?

Question

I have a support email address on which we expect our customers to send email for support. Can we integrate JIRA Service Management module with Outlook so that whenever we receive a mail from the client, a ticket is automatically created and automatic response is sent to the sender with ticket number.

Any mail communication through email with that ticket number in the subject should also get logged to JIRA.

Whenever the ticket is closed, an auto response should be sent to the person who has reported the issue regarding closure of the ticket.

Jehan Bhathena · Answer

Hey @Vivek Kumar Aggarwal ,

Welcome to the community.

I would vouch for the "Email Requests" that have been mentioned in the other threads, I would also like to propose the "Incoming Mail handler" as an option too : https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/.

This email can be used globally for all projects which may give it a little edge of using a common mail across your tool.

Rilwan Ahmed · Answer

Hi @Vivek Kumar Aggarwal ,

Welcome to the community !!

You can do it. Follow steps below

* From your service project, select Project settings , and then Email requests.

* Choose your email service provider and follow the prompts to link your account.

More details for JSM cloud is in https://support.atlassian.com/jira-service-management-cloud/docs/add-an-email-account/ and for JSM Data center is in https://confluence.atlassian.com/servicemanagementserver/receiving-requests-by-email-939926303.html

Alexis Robert · Answer

Hi @Vivek Kumar Aggarwal ,

yes you can easily create tickets from emails coming in a specific mailbox. This is a standard feature of Jira Service Management, not sure if you are on Data Center or Cloud but both are available :

* Data Center documentation : https://confluence.atlassian.com/servicemanagementserver/receiving-requests-by-email-939926303.html
* Cloud documentation : https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-email-address/

All following emails will be added to the initial ticket, using the Jira issue key that is automatically added in the email subject line.

Let me know if this helps,

--Alexis