Workflow wit incoming emails

[Deleted user]

Hi,

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.

Cheers,
Daniel

[Gonchik Tsymzhitov · Accepted solution]

Hi! 

Yes, of course.

https://confluence.atlassian.com/servicedeskcloud/receiving-requests-by-email-747602718.html

- Gonchik

[Deleted user]

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.

[Gonchik Tsymzhitov]

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 ? 

[Deleted user]

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

Thanks for opening my eyes :-)

[Gonchik Tsymzhitov]

You are welcome. :)