Multiple mailadresses to servicedesk

Question

We are starting with Jira software and servicedesk. In our situation we are supporting multiple brands so we want to create for every brand a servicedeskproject. For every brand it is now possible to sent mail using different mailadresses like support@domain.com and sales@domain.com.

In the documentation I can't find how I can use mutliple incoming mailadresses. If possible I want to create for these mailadresses a different issuetype,

Is there a solution to use multiple mailadresses on one project or do U have to create multiple projects?

Jack Brickey · Answer

@SME, first just a note on house keeping. please use the Reply button rather than Answer button when replying to someone so that it keeps the thread clean.

Yes, create one project per brand/customer organization. Each project will get its own email address and portal address to share w/ the various customers. The one downside is if your agents are working across several projects it can be a bit cumbersome using queues. You might consider an addon to deal w/ multiple queues, e.g. Queues fo Jira Service Desk. Note: I have no personal experience w/ the addon but see it mentioned frequently by others in the Community.

Good Luck!

SME_bqix56 · Answer

@Jack Brickey I need different projects because the customers per brand are different and we need to brand the different products seperatly. So I don't think I am able to club them all together in one project. So based on you reaction I also need to choose per department a different project to keep the difference in mailadresses.

Jack Brickey · Answer

@SME, welcome to the Community and JSD. First, you may not need to create a project per brand. it depends primarily on whether you are supporting different customers per brand. For sure if you want to present different request types based upon customers/organizations then a project for each is a good way to go. It really depends on what "multiple brands" means as it relates to your customer base.

As for emails, each project will have a unique email address for creating and commenting on issues.