Workflow wit incoming emails


I do get support requests from our customers by email.
They send them sometimes directly to my email address. Is it possible for me to send it manually to an existing project or an existing service case?

Thanks for help.


1 answer

1 accepted

Thanks for information, but what I mean is the following:

I do have a support address. The emails, I receive there, will be added to service cloud.

I do have my own email address. The emails I receive there, I only see in Outlook. Now, if someone does send me an email directly to my address, I have to forward it to an existing project, or ticket, which exists into service cloud.

Some I do this way: 

Support address is shared mail box. 

Then I can add mailbox in Outlook and I got email direct to from clients. I just move email to support address. 

Therefore issue will have a correct reporter.


Is it solution for you ? 

Haha, it so easy to solve it, that I didn't see it.

Thanks for opening my eyes :-)

Gonchik Tsymzhitov Community Champion Oct 05, 2017

You are welcome. :) 

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...

788 views 5 7
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