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Email forward to Jira

Edited
Supporto RES-IT
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Oct 26, 2023

Hi All,

we need basic JSM implementation clarifications.

the Customers are raizing issues on an email address like support@company.com that has no password, so can't be configured in JSM instead the default one demo@customercare.atlassian.net

If we should configure a forward of all the emails from support@company.com to demo@customercare.atlassian.netis still the ticket automatically created?

What happens when an Agent in JSM reply to the Customer? Is the Customer receiving an email by the Agent?

 

 

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Jehan Bhathena
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Oct 28, 2023

HI @Supporto RES-IT 

  • If we should configure a forward of all the emails from support@company.com to demo@customercare.atlassian.netis still the ticket automatically created? : Yes, the ticket will be created in your JSM
  • What happens when an Agent in JSM reply to the Customer? Is the Customer receiving an email by the Agent? : No, since the ticket is received from support@company.com the reply will also be sent to this email

I'm a bit confused though, you mentioned that support@company.com doesn't have a password, how do you'll access the mails in this account then? If this is a shared mail box, the Oauth authentication will still work.

---

If you would like to setup the mail forward, you can work with Jira Automation to update the reporter from the mail it receives.

Hope this helps.

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