Hey, I've a convoluted question regarding creating tickets via email using Jira Service Desk. * user = person with a problem to report * emailAccount1 = customer success email account * emailAccount2 = technical support email account As a company with 2 email addresses for users to interact with - legacy issue! I’m having an issue with the user not receiving customer notifications and not becoming the tickets reporter after forwarding an email from them in emailAccount1 to emailAccount2 In an ideal world this is what I would like to happen: * I would like to be able to forward an email from the user from emailAccount1 to emailAccount2 * This would then create a ticket as emailAccount2 is configured to do so in my Jira Service Desk project * I would like the user to be the ticket reporter and receive the relevant customer notifications, not emailAccount1 If the above is impossible, then is it possible for the user receive the customer notifications? I've already tried numerous scenarios of what has been answered here. Many thanks for any help you can offer!

Thanks for the detailed description. As the referenced thread indicates, the only way to get “user” to be reporter would be for the agent to update the issue. However if the “user” is on the CC they should be added as a participant as the other thread conveys. What you lose in this scenario: * visability of who reports issues - everything shows “emailaccount1” as reporter * ability to leverage JSD statuses and automation to interact with the customer. Reference “waiting for customer” status * inability of the customer “user” to leveraged the portal to transition issues, e.g. resolve or reopen

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Forwarding an email from one address to another - then creating a JSD ticket

Gavin Johnson

Hey,

I've a convoluted question regarding creating tickets via email using Jira Service Desk.

user = person with a problem to report
emailAccount1 = customer success email account
emailAccount2 = technical support email account

As a company with 2 email addresses for users to interact with - legacy issue!

I’m having an issue with the user not receiving customer notifications and not becoming the tickets reporter after forwarding an email from them in emailAccount1 to emailAccount2

In an ideal world this is what I would like to happen:

I would like to be able to forward an email from the user from emailAccount1 to emailAccount2
This would then create a ticket as emailAccount2 is configured to do so in my Jira Service Desk project
I would like the user to be the ticket reporter and receive the relevant customer notifications, not emailAccount1

If the above is impossible, then is it possible for the user receive the customer notifications?

I've already tried numerous scenarios of what has been answered here.

Many thanks for any help you can offer!

Accepted answers

Jack Brickey

Thanks for the detailed description.

As the referenced thread indicates, the only way to get “user” to be reporter would be for the agent to update the issue. However if the “user” is on the CC they should be added as a participant as the other thread conveys.

What you lose in this scenario:

visability of who reports issues - everything shows “emailaccount1” as reporter
ability to leverage JSD statuses and automation to interact with the customer. Reference “waiting for customer” status
inability of the customer “user” to leveraged the portal to transition issues, e.g. resolve or reopen

All comments

Jack Brickey

Thanks for the detailed description.

What you lose in this scenario:

visability of who reports issues - everything shows “emailaccount1” as reporter
ability to leverage JSD statuses and automation to interact with the customer. Reference “waiting for customer” status
inability of the customer “user” to leveraged the portal to transition issues, e.g. resolve or reopen

Gavin Johnson

Thanks for this @Jack Brickey. I haven't been able to get the CC suggestion to work though. The reporter field isn't editable for me either.

Gavin Johnson

@Jack Brickey

To clarify (so I know I'm not messing up):

emailAccount2 should be in the to field

user should be in the cc field

Gavin Johnson

@Jack Brickey when adding the user to the cc field when forwarding the email from emailAccount1 to emailAccount2 I don't have them added to the ticket as a Request Participant

Sorry for the spam.

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