Can a JIRA Service Desk agent manage tickets using email?

[Fernando Gutierrez]

Can a JIRA Service Desk agent manage a ticket using email instead of logging into the portal? I want to set up the service but there is a very low volume of inquiries at the time. I would like that the agent is notified by email when a new ticket is created and that he can respond to that email to answer to the user.

[Cesar Salvado]

Hi Fernando

You must create a filter with a DQL and configure a suscription to the group or users who are agent service desk,

regards