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

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

Any templates for email requests

I want to allow user to submit support tickets by email.

I have this working but the whole email content appears in the newly created ticket/request as one body of text under the label Description

Is there any way I can ask the users to format their email requests with labels so that the content submitted ends up in the correct field on the new ticket?

e.g.  We have Summary, Description, ID, User Type, Issue Location fields etc




1 answer

1 accepted

1 vote
Answer accepted

Hi @Martin McGovern ,

Short answer is no. You can't have this out of the box. JSM email handler is configured to get only email's subject which will be used as a summary, and body which will be used as description. Keep in mind that Jira only needs a summary to create an issue.

Having said that, you could potentially customize an email which all users should use according to strict instructions, and then you can create automation to get the appropriate values from the email's body and place them to the right fields.

Another solution would be to search the marketplace for email handler apps, which may do what you want. To be honest, I haven't try any of these apps and can't tell you more about them.

Hi Alex,


Thanks for the prompt reply. A bit disappointing from Jira.

I was hoping that the User could format their email request like:

[Description] Blah blah

[ID] EA8171628299ER

[User Type] Branch User

[Issue Location] iOS


Thanks again

Kindly mark this answer as accepted, in order to help other people in the community to find the right answers. Thank you!

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Management

Security Advisory for Jira Service Management

On October 20, 2021, Atlassian published a security advisory for Jira Service Management. The full advisory is available at this link.  We've seen a number of questions already asking for...

260 views 1 2
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