How-to - Service Desk + Mobile Device

Andreas Schnederle-Wagner

Hey there,

 

I got a conceptual Question on how to best create Service Desk Requests from Mobile Device.

Some of our Employees get lot's of Customer Inquires directly in their E-Mail Box. When they are Out in the Fields they should easily be able to get the E-Mail into Service Desk (in the Name of the Customer - so they get Notifications on Ticket Update, ...)

How could this be best achieved?

If they simply forward the Mail to Jira Mail Handler the Request will be opened in "their Name" with "their Mail Address" and not in the Name of the Customer ... ?

 

Hope someone can give me an idea on this ... ;-)

 

thx, bye

Andreas Schnederle-Wagner

Jack Brickey

unfortunately the Jira mobile app doesn’t allow changing the reporter. Two suggestions: get customers to not email support agents directly as this is a bad habit to get into, use the web version of Jira to change the reporter after agent forwards.