How to filter email requests into the right service desk queues?

Hello! :-)

We currently use the OTRS Ticketing System and support multiple products from a single helpdesk. We use multiple support email addresses (like support@product1.com, support@product2.com, support@product3.com) to separate support emails for each product and automatically queue them in a specific group.

If I understand correctly, you can only add one service desk email address to a JIRA service desk project (like support@company-name.com).

We would appreciate if someone could explain us in more detail how we ensure that the requests (send via email) are automatically filtered into the right service desk queues?

We use JIRA as Self-Hosting (Server).

1 answer

1 accepted

0 votes
Jack Brickey Community Champion Aug 07, 2017

You can have one per project. The way JSD is structured is you have a Help Center and then Projects under that Help Center. You assign customer to Projects so they only see the projects associated to them.

With cloud you are provided a default support email, e.g. support@ur-company.atlassian.net but you can add a single custom email to each and every project.

Your portal URLs would look something like this for example.

https://ur-company.atlassian.net/servicedesk/customer/portal/#

where "#" is an sequential representation of each project as you add them. So 1 = project 1, 2 = project 2, etc.

I think, from looking at your question, I would setup each product as a project. You can control which customers get access to which products/project thru defining the customers per project. You can also create "Organizations" and put your customers into the organization allowing them to share requests.

hope this helped.

With the setup proposed you won't be able to see requests from all projects at the same time, is this correct? Or is there a way to view issues across multiple projects?

Suggest an answer

Log in or Join to answer
Community showcase
Teodora [Botron]
Published Thursday in Marketplace Apps

Jira Inferno: The Nine Circles of Jira Administration Hell

If you spend enough time as a Jira admin - whether you are managing a single, mid-sized instance, a large enterprise one or juggling multiple instances at once - you will eventually find yourself in ...

270 views 0 12
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
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot