Forward of an email to different service desks project



I have two service desk projects with two different mailbox associated.

Mailbox A to service desk AA

Mailbox B to service desk BB

When a customer send an email to mailbox A it opens a ticket in service desk AA. If the same customer forwards the same email do mailbox B, it does not open a new issue in service desk BB, instead it adds to the comments in issue primarily opened in mailbox AA. 


Can I change this behaviour?

1 answer

1 vote
Jack Brickey Community Champion Oct 11, 2017

When you say the customer forwards the same email, is that the original email they used to open the issue in AA or is it the response from AA that indicates the issue was created? It was my understanding that a comment is added to the original ticket only if the issue key is in the subject, unless something has changed. Can you confirm if that is the case? 

If the process cannot be changed on the customer’s behavior then the only option I could suggest would be different installations of JSD for the projects.

Thank you jack for the fast answer. 

Yes, the customer forwards the original email, not the automatic response (whitch in this project is disable)

The forward email does not have the key in the subject.

Can you explain the different installations of JSD? There are many types of service desk? I'm using cloud version

I dont know if it helps, the service desk BB was a copy from service desk AA, and both only function with email entry. 

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...

138 views 1 4
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