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Creation of a ticket sent to an "support E-Mail-Adress"

unknown

Hello,

I am fairly new to administering Jira Service Desk and have a task at hand that I have a hard time to figure out.

The situation is the following:

We have an E-Mail address we would like our customers to send their requests/incidents, etc. to. So in our case it would be customer A and customer B sending to the same "support @company.xx" address.

Now to the questions:

Does Jira "automatically" sort theese tickets in appropriate queues; i.e. for each customer? And is it possible to limit the "view" of each customer to the ticket they created? Meaning customer A would only be able to view his tickets and not the tickets of customer B?

Thank you for your help!

Accepted answers

Petr Vaníček

For this use case should best fit Organizations feature of Jira Service Desk. You can use it also for filter in queues.

Let me know if it solve your situation.

All comments

Petr Vaníček

For this use case should best fit Organizations feature of Jira Service Desk. You can use it also for filter in queues.

Let me know if it solve your situation.

unknown

Hello,

thank you for taking the time and answering the quesion. I think this might solve the first part of the question.

So I should sort the customers in organizations, which is done by the customers E-Mail-Adress I figure.

But what about the second part? Do you have any experience with that as well?

Petr Vaníček

When you move any customers into same organizations, then they can't see any issue from customers in another organizations.

Then customers can create requests just for them or share it within their organization.

Look at linked documentation for other links (like this or this). So if you have same settings for several customers/companies then you can you Organisations instead of several service desk projects.

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