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Hello dear community,
My Support team is not only handling inbound tickets but also creates/raises outbound tickets equally frequently to our customers to check technical issues in our common telecom networks.
We are about to use Jira Service Desk, and will integrate our support's e-mail - let's name it email@example.com
I expect that it is easier to initiate a conversation/ticket via the e-mail and somehow capture this e-mail conversation in JSD instead of initiating it directly from JSD.
Can you please suggest how this is feasible?
You can configure that under your project settings>email requests
Check the documentation for Cloud, https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-email-address/
Hi @Sam Bartolome ,
Thank you for your kind response.
Yet, this is not what I am looking for. I know how to set-up an e-mail.
My point is that I need to streamline the process of my Support team initiating requests to customers and how this will be properly captured and processed via JSD.
Are you aware of any article on this one?
The process for your support team could follow ITSM and ITIL standards, where I would suggest then you take a look