How to assign a ticket to a Customer by selecting the name of the reporter

Question

Hi all

I have a question i've already have my clients added up as customers, and the users/contacts of each  customer.

Our customers are not use to open the tickets true the Customer Portal, they instead send us an email and we send it to jira to create the ticket.
So when we open the ticket to add the name of the Reporter i would like that the organizations field actualize automatically with the customer name. In this example will be Gestión del talento instead of compras.

I try doing it in by an automatization but i didnt find how to do it. ¿any suggestions?

Thanks in advance

Fabian Lim · Answer

@Adriana Arévalo

I don't think there is an easy way to do it via automations other than using a script to capture the original email's address and then copying that email address to the reporter's field.  I will let other chime in for other solutions.

Adriana Arévalo · Answer

Yes  i know i wish they do it. they have the email of the jira project but they dont send it there , they prefere to send it to the mail of the person they want to contact. So,  that's why i need the automation.

Fabian Lim · Answer

Hi @Adriana Arévalo

I'm confused.  just to confirm, they create an email to you and then you send it to Jira?  Wouldn't it make more sense to have them send the ticket to the inbox that is set in your jira project directly? That way, you don't need an automation to populate this information and the reporter information would be populated correctly.

Saludos,

Fabian