Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Add email support as different project?

Hi, I wanted to check with the community on what is the best practice they have used. If you have both email support and raising request on the portal, have you tied both to the same project or kept them as different projects? 

1 answer

1 accepted

1 vote
Answer accepted

We tend to keep them in the same project - it's the same team having to deal with the incoming requests, and it's best for a team to be working out of a single project.

Thanks it makes sense. The only issue is when we have some mandatory fields in the intake page but when we receive emails how do we map them?

Requests raised by email have to be mapped on to a request type.  I usually set up a dedicated request type for incoming email, one which has no mandatory fields (then hide it from the UI users). 

I quite like the politeness of customising the "thanks, we've got your request" email with a line that says "we may need more information before we can proceed, we'll let you know if we do", then your people know to expect questions so your agents can flesh out the fields that would usually be mandatory.

Like Shashi Matha likes this

good suggestion! thank you!!

No problem, but please do not assume this is the "right" answer.

It is, for a lot of people, but it does not fit every case universally.  I think you already are doing what I want to recommend - go talk to the people who use your system.

As a consultant, I could write/talk a ton of stuff about best practice with a lot of software from many vendors.   I am biased towards Atlassian stuff of course, it's my main field of expertise, but I still come back to the basic guideline - "best practice" is really "what works best for your people"

Totally, I have specific needs for my situation here but wanted to bounce off ideas. 

Like Nic Brough _Adaptavist_ likes this

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
FREE
PERMISSIONS LEVEL
Site Admin
TAGS
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

162 views 0 4
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you