Can a use a single (inbound) email address for multiple customers in Service Desk?

New to Service Desk (cloud).  I'd like to create multiple service desks, one per client company (customer).  I'd like to allow (designated) customers to submit issues via email as well as via the Customer Portal.  I created an email address for this (i.e., support@mycompany.com) and associated this with my first service desk.  I'd like to be able to use this same email for all of my customer service desks. (Since each service desk allows you to specify customer email addresses, it seems that it would be possible to assign inbound mail to the correct service desk even if there is a shared inbound address.)  When I try to use this same inbound email address on my second service desk, it is rejected (because it is already in use with another service desk).  Is it possible to use a single support email address with multiple customers or am I required to set up one email address per customer?

3 answers

Would be very useful for us too. Did you find a solution for that issue? Thanks.

Hello Larry, did you manage to solve this yet? I'm having somewhat same challenge... basically having separate inbound email address per customer company (support.customercompanyX@mycompany.com) might work out. Also, I _hope_ that approach would make it possible to use correct (customercompany X) SLA for each incoming email arriving to that specific email address - planning to test that myself.

I believe what your trying to accomplish is done via project mappings. https://thepluginpeople.atlassian.net/wiki/display/JEMH/Use+Project+Mappings look at mapping based on domain.

Suggest an answer

Log in or Sign up to answer
Community showcase
Asked Thursday in Jira Service Desk

Looking for teams who switched from email to Jira Service Desk

The Jira Service Desk marketing team is working on a guide to help new Atlassian customers switch from email to JSD and we'd love to hear from you! Please share: - What made you realize that i...

218 views 1 5
View question

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you