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?
Are you a whiz at handling tickets and looking at how you can further optimize your workflow with automation? Do you tackle detailed customer support questions while simultaneously getting flooded wi...
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