Forwarded customer emails have reporter set to the forwarder and not the customer

Question

Scenario

Customer sends email to agents mailbox directly instead of to our service desk.

Agent wants to get the request into Jira, the two options they are poor.

1. Agent can Forward the email, but then reporter will be incorrect, the subject will have "FW" it will have oth sets of email signatures, just durity ugly messy.

2. Agent can manually create the issue for the customer, downside is that takes up the agent time, benefit is the issue will be a lot cleaner.

Third option (FreshDesk can do this)

3. Jira is smart enough to see that the agent forwarding the email isn't the original reporter and sets the reporter of the ticket to customer.

Is there a way to achieve the third option? Moving from FreshDesk to Jira, this is annoying.

Long term we need to train our customers to use the service desk portal or the direct email that go into the service desk.

Elliot Borst · Answer

Hi Cristian,

Yeah I agree with you completely, the request comes from our upper management who have over the years have dealt with customer directly in their inbox and not used our previous service desk product, i guess nows the crunch time for them haha

Thanks for the response.

unknown · Answer

Hi Elliot,

I'm going to give an honest answer we give to every company that come with the same problem to us. Ignore or reply the email and ask your customers to use the via you have paid, not only the license but also the people who have configured it for them.

The portal is there so agents don't need to check their mail with customers complains.