Jira Service desk can it accept incidents over email from customers

Question

Hi,

Coming from OTRS background, i find it bit difficult  to understand how incident flow works here.

With out creating so many user accounts ( for each email that comes in), is there a way to just accept the email and consider the email sender as "reporter"

Hence,  Agent updates on the incident  by  reply  @ Jira console - if it can  reach the external email of that reporter ( in this case one of the customer's engineer  probably)

Regards,Kris.

Lead Kris · Answer

Thanks Filipe for the link.

Luis Ribeiro2 · Answer

Hi Lead,

I would suggest you to read:

https://confluence.atlassian.com/display/JIRA/Creating+Issues+and+Comments+from+Email

It will help you in providing an email handler for this.

You may need aditional developments if by some reason you have very specifics requirements, and they may not be covered all by this feature.

Regards,