What email address to connect to Jira when our support email is a distribution list?

Question

Hello, we are a small product company where we have 4-5 people manning our support@ emails coming in. I just implemented Jira Service Management to help keep track of all of these support email - and am having trouble figuring out what email address to link to our system. Since our support@ email is a distribution list this does not work since Jira does not support it.

I tried to create a dummy email address, add that to the distribution list, and connect it to Jira - however this causes multiple tickets to be created every time someone replies to the same email chain (as opposed to adding those responses as replied to the existing ticket).

Has anyone faced this problem before and can you please point me to your resolution.

Thanks in advance.

Marc -Devoteam- · Answer

That will allow you to use that mail address in the system, as the address is now linked to a user in the system

Or ask you system admin, to create a new application user, with a mailbox. Use that user and set a rule on the mailbox to forward mail to the DL

Ragip Uzuner · Answer

Thanks for your response @Marc -Devoteam-!

I don't really understand what this means. So I already have an email address in Jira, should I make sure that email address is also a Jira user? How will this resolve my issue?

Marc -Devoteam- · Answer

Hi @Ragip Uzuner

You could create a user in Jira and set the email address of this user to the distribution email.