Link Service Desk email request to a Google Group (G-Suite)

Question

I am wondering if Jira Service Desk is able to use a Google Group for email requests - rather than a specific email account.

We currently have 3 groups to manage support / customer requests, and I'm hoping to use those for Service Desk.

Is this possible at all?

Jack Brickey · Answer

If “support@mysite.com” is created as a customer in JSD then the following would happen:

* an email sent to your configured JSD project email handler would create a new ticket and the reporter would be the “support” user
* a create notification would be sent to “support@mysite.com”.
* any reply to the create email sent to your JSD project email from any customer account, e.g. “support@mysite.com” would result in a comment added.

However, an email from a non-customer would not be processed. Customers can create issues, comment on issues, close/reopen issues. They do not need to be agents.

Ryan Ternier · Answer

We get around 5-10 emails a day to those boxes from various users, customers, potential customers, etc. So I need to track the person sending it, not who it's going to.

No one is going to log into that group to see the emails, rather I would like to have all emails and communication handled by JSD.

IF my Google Group was "Support@mysite.com"  - JSD it treats the email as a user, so that means my support@mysite.com would be a customer - and not an agent.   Would "Non" agents be allowed to email on that chain and have those comments added to JSD? Or would they need to be agents?

Jack Brickey · Answer

Note: I have not tried using Google Group at all so I cannot speak to any specific issues. I can convey that JSD treats an email as a single user. You can create a customer using the group email address. Notifications will go to that email according to your notification scheme. So it will be up to the actual users to monitor the incoming email notifications and ensure all new issues and comments are sent from the group email address rather than their individual address.