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Handling intake when users have multiple mail aliases

Matt Harford

I'm wondering if anyone has any experiencing managing users with multiple email addresses assigned? Each of our users has (or may have) a userid-based email, ie jmiller@uwaterloo.ca, but also, an alias, ie John.miller@uwaterloo.ca.

This causes a problem for us because when people log into the portal, we use their userid@uwaterloo.ca - and so the ticket get's opened under jmiller@uwaterloo.ca

Then, when they reply to the email message to continue communication, it comes from John.miller@uwaterloo.ca, which ends up opening a new request.

Is there any way to handle this automatically? I can't find any other mention of it, but we can't be the only organization that has this problem.

Accepted answers

Benjamin Paton_yibbj0

Hey Matt,

Currently this is not possible short of having multiple free customer accounts for a user.

It is something we are evaluating, and are keen to learn more about how this is impacting your organisation.

Would you mind voting and sharing your feedback here https://jira.atlassian.com/browse/ID-240

Thanks,

Ben.

All comments

Benjamin Paton_yibbj0

Hey Matt,

Currently this is not possible short of having multiple free customer accounts for a user.

It is something we are evaluating, and are keen to learn more about how this is impacting your organisation.

Would you mind voting and sharing your feedback here https://jira.atlassian.com/browse/ID-240

Thanks,

Ben.

Matt Harford

Thanks Ben, I will vote and share my feedback right away. Can you expand more on using multiple free customer accounts and how we could use this to eliminate the duplicate ticket problem?

Cheers,

Matt

Benjamin Paton_yibbj0

Thanks for sharing your feedback.

For multiple accounts, it is not a great solution, but If you have customer accounts for each alias a user emails you with, and those accounts are a part of the same organisation, and automatic organisation sharing is enabled, you should be able to avoid duplicates.

But I can certainly appreciate this is a lot of administrative overhead.

Matt Harford

Thanks Ben,

We may end up doing this as this may be better than the alternative of constant duplicates. This is very helpful, thank you for sharing the above. Hopefully there is some action on ID-240 soon.

-Matt

mararn1618 _secretbakery.io_

Hey @Matt Harford , I'm an app developer and actively working on this topic right now. Would you be interested in bouncing off some ideas and getting your hands on the early prototype?

Let me know, I'm always happy to share.

Matt Harford

Absolutely! Would love to participate in this!

Garrett Pennell

You are not the only organization that has this problem. It's a major annoyance for us as well. We try to explain to submitters that they should try to use the same email address from which they normally reply, but that is not something most users really have an awareness of. Plus, they have different aliases configured from different email clients.

My suggested solution is for there to be a feature in Jira Service Management that allows me to add alias email addresses to an end users' profile. That way when emails come in, JSM understands that they're from the same person. Or, better yet, connecting to Google Workspace could do that for me, maybe.

Thank you, Atlassian team, for your time and attention.

Michael Wendrowski

We also have this issue and would very much appreciate a solution.

mararn1618 _secretbakery.io_

Hey @Michael Wendrowski , don't know if you have seen it – the app Duplicate AI will automatically display those falsely created new tickets and let you merge them with one click.

Disclaimer: I'm the app owner. 😉

Visual-Prototype-Similarity-Score-Merge-Presets-SMALLER

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