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

How can I customize the tickets that come from email?

We have tickets submitted through a portal that I can customize but we just started having emails turned  into tickets. There are no fields filled in. Is there a way to have a required form filled out in the email that will translate to a ticket? I don't see how to customize tickets that are made from emails.

Thank you!


1 answer

Hi @Wendy Morency,

No, indeed. Emails are parsed into tickets through 1 single form that only has Summary, Description and Attachments. The title of your email will be mapped to the issue summary, the email body ends up in the description field and any attached files will be added as attachments.

Email is usually a free-form input tool by design and as such not very suitable to capture structured input. That means that you'll have to add certain steps in your ticket workflow where e.g. your agents add some additional fields when they process incoming tickets.

Or you could look into a marketplace app like email this issue, that does allow you to parse incoming emails into structured fields. That is based on regex expressions, which still implies that the email senders must apply certain structure and or keywords when they compose email messages to your service desk mailbox.

Hope this helps! 

Suggest an answer

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

Next level incident management in Jira Service Management

Hello Atlassian Community! We’re thrilled to announce some exciting changes to incident management in Jira Service Management Cloud, in order to give your teams extra muscle during incidents, and ...

1,635 views 20 12
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