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Achieving multiple end customer email addresses


How do we achieve this scenario in JSD (Jira Service Desk)? Company X has three customers A, B and C. When end users of these three customers raise support emails, they should get logged in JSD but email reply should back with email address of A, B and C.

1) Customer A has their own email address and reply should have 

2) Customer B has their own email address and reply should have 

3) Customer C has their own email address and reply should have 


When end customers of A, B and C raise support emails, all those emails should be logged in JSD and serviced by level-2 folks in Company X. But email reply should have email address of customers A, B and C as shown above. 


By the way and and hosts are owned by customers A, B and C respectively and not by company X. But Company X hosts JSD.


How can this be achieved in JSD (cloud)?


Prince Nyeche
Rising Star
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Jul 21, 2020

Configure 3 different Service Desk project that will serve the purpose of Customer A, B and C each with its own Email Request specific to the customer, using their own custom mail server, which should be provided by the respective customer to Company X who is hosting JSD.

Except you're talking about using one JSD project to perform a function for three different customers, then your scenario cannot be achieved.

Dirk Ronsmans
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Jul 21, 2020

well it depends whether I have understood your use case correctly.

If you have 3 source emails addresses (meaning 3 "clients") that open a request with your servicedesk you can always put them in a single organization "Company X" 

That would at least initially give them the idea of being 1 client.

As far as the replies go the only thing that comes to mind is to auto add them (through an automation perhaps) as watchers on those issues.

It will be a "fixed" automation being "if reporter = customer A Then add customer B and C" and this for all 3 scenario's but it might be enough for you.

This would cause them to be included on all further communication by email and by being in the same organization they can also follow up on the portal.


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