External clients creating support tickets via email

Hi,

We've just moved over to JIRA Service Desk for our internal support system. In transferring from our current job logging system, one of the incoming queues we had was for creditors to email their invoices to to ensure they got processed.

Our previous system would accept the email from new addresses and create a ticket under the email address of the sender. They could then follow the process of the invoice payment. With JIRA SD I can't seem to replicate this behaviour. To have externals sign up for accounts, it has to be done manually through the website and not automatically via email.

I've tried to work my way around this by creating a standard JIRA project and a generic user that processes all external emails sent to the invoice email queue. The problem I've discovered with this is that after creating the ticket there is no reference to the email address the request came from, so if we have to follow up, there is no contact detail.

Can anyone recommend a better way to handle this process that will allow to achieve what I am after?

Thanks.

2 answers

Hi,

What if you just have an extra field to store customer's email?

So, the approach you took with creating a generic user an creating a standard JIRA project, but with added extra field to store customer's email.

Will this work for you?

Thanks.

It may do for now, but ideally I'd like to have new Service Desk users created from incoming emails just as JIRA users can be.

How do I "grab" the incoming email address to add to an extra field?

 

 

Suggest an answer

Log in or Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Published Jun 14, 2018 in Jira Service Desk

How the Telegram Integration for Jira helps Sergey's team take their support efficiency to the bank

...+ reading Fantasy). The same is true for him at the bank he works for: Efficiency is key when time literally equals money. Read on to learn how Sergey makes most of the time he has by...

773 views 5 6
Read article

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