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Customer -> Ticket -> Workflow

Babken Kurghinyan

Dear community,

i have a quick question. Lets say i have a IT-Service-Desk .

I have different Projektes on my Site ,Proj.1 Proj.2 etc.
All of my customers use 1 Email adresse to ask a question or whatever.
Lets say customer 3 (from Projekt 3), sends a mail to our regular "support-Site" via email

Now my question, how can i direkt his request, from the regular"support-Site" to projekt 1 or Projekt 2. Is there a automatic way i can set up or do i have to use a workflow to specifi that?

The way is was befor, you get a ticket and you put into the right projekt by hand. We wanna have this done automaticly.

Or would be it more easy, to give the customer nr3., a specific mail adresse for the projekt 3?

Thank you very much in advance and im sorry if this seem to be a noobie question, i have just startet to use Jira on my own.

Best regards

Accepted answers

Bastian Stehmann

Hi @Babken Kurghinyan,

welcome to the community.

in my opinion it is the best to have a dedicated email-address for each project and let the customers use that specific address. Then the issues will be created directly in the correct project.

If you want to have only one email-address for all projects, you can try to do it with automation and keywords, but I don't think that this will work very well.

All comments

Bastian Stehmann

Hi @Babken Kurghinyan,

welcome to the community.

in my opinion it is the best to have a dedicated email-address for each project and let the customers use that specific address. Then the issues will be created directly in the correct project.

If you want to have only one email-address for all projects, you can try to do it with automation and keywords, but I don't think that this will work very well.