Can a service desk have multiple email connectors

Karen Saunders February 28, 2024

We are currently running 2 service desks as we have 2 brands.  Lets call them Brand 1 and Brand 2. 

Clients email either support@Brand1.com OR websupport@Brand2.com and tickets are created on the appropriate service desks.

We would like have a single service desk that receives all requests but allows the responses to be sent out from the originating brand email.  So if someone emails support @Brand1.com the replies go from that same email, likewise if they send the request to websupport@Brand2.com

Is this even possible or can only 1 email be linked to a project?

 

Any help is greatly appreciated.

 

3 answers

1 vote
Dániel Szotyori March 1, 2024

Hi @Karen Saunders

By default, Jira does not support the specific requirement you've outlined, but there is a solution that can meet your needs. You can achieve the desired functionality by using the "Email This Issue" app.

This app allows you to set up multiple incoming and outgoing mail connections, enabling you to manage emails from different brand addresses within a single service desk.
The app provides the capability to configure multiple incoming and outgoing mail connections. This allows you to handle emails from different addresses seamlessly.

One of the notable features of the app is that a single mail handler can handle multiple incoming mail connections. This means that you can configure a unified mail handler to process emails from different brand addresses, or you can create a separate one, but you can hadnle everything one on Service Desk project.

You can find more details here:
https://docs.meta-inf.hu/email-this-issue/email-this-issue-for-jira-cloud-features

Hope this helps!

All the best,
Dan

Fabian Lim
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 1, 2024

@Dániel Szotyori

I have a few potential ITSM clients who may be interested in the app.  Would love to book a demo.  

Regards,

Fabian

Dániel Szotyori March 4, 2024

Hi @Fabian Lim 

Sure thing!

Please open a ticket with out support team here

One of my colleagues will get in touch with you with potential dates :)

Regards,
Dan

1 vote
Fabian Lim
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 28, 2024

Hi @Karen Saunders

As far as I know there is no option to have multiple emails in one project. You will have to submit a feature request. I think what you are doing is the correct way.

Now one thing that can help is having a plugin like queues for jira management which can combine multiple projects into one. Essentially if the same agents manage both projects you can have one queue which mimics your functionality. Give it a try.

1 vote
Mark Higgins
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 28, 2024

Hi @Karen Saunders 

Only one email, such as @brand1.com, can be linked to a project.

A work around (could be) that you have two projects, and your Agents have the Service Desk Role in both.

You could create queues for Agents that get tickets form Brand1 and Brand2 and when they responded it would go back as Brand1 or Brand2 depending on which project they where in.

You still have a single service desk, however on the portal, there would / could be two tiles.

Just a thought.

Mark

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