Using Jira Service Desk as an email ticket system for customers

Question

Hello to the support team and to the community.

We would like to use Jira Service Desk as an email ticket system similar to OTRS. Customers should send their questions to a mail like "support@vwx.yz". This should raise a ticket in Jira Service Desk. Now the customer should not get a link to log in to Jira Service Desk. All further communication should be by mail. Our support team should answer the questions within Jira Service Desk and the answer should go out to the customer only by mail and so on ... Customers should not have access to the Service Desk web interface and only communicate through email.

Can Jira Service Desk be used in this way?
How does it have to be configured for this?

We would really be happy about a helping reply.

Greetings
Matthias

Jack Brickey · Answer

Note that natively JSD email issue management is a bit limited as you can’t map fields. If that is important you may wish to consider and addon like JEMH or other.

Olga Videc · Answer

Hello @Matthias Schlede

Yes, you can, I use it the exact same way.

It's a very broad topic but let me help you get started.

You need an email that you will be using for Service Desk.

Create a project project must be Service Desk type project.

Then go to project -> settings -> email requests -> enter your email here

Now your service desk works,  you can send a test email to your SD email and the issue will be created.

After that edit permissions, notifications, customer etc..

Also, check customer permissions to define who can raise a request.

BR, Olga