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How to forward email to an extant service ticket?

We have an open customer issue in our Jira installation.

Customer sent long email with graphics directly to us.

How do we forward that email to be appended to the open issue?

1 answer

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Answer accepted

Hello @Jack Woehr 

Thank you for reaching out.

There are two possible ways to forward an e-mail and add it as a Jira ticket:

1 - You can add the e-mail description as a comment to an existing ticket

Using this option, only the e-mail description will be added as a comment to the existing issue.

To do it, you must add the issue key (ABC-123) of the target ticket in the e-mail subject and forward the e-mail to the SD project address (Configured under Project settings > E-mail requests).

P.S: The easiest way to do it, would be to answer a ticket notification with that e-mail, so the e-mail reply will have the subject of the e-mail correctly structured to add the comment. 

2 - You can create a new issue with the e-mail details.

This option will add the following fields to the newly created ticket:

- The sender will be added as the reporter

- The Subject will be added as the summary of the ticket

- The description of the e-mail will be added as the description of the ticket

To do it, you just need to forward the e-mail to the SD project address (Configured under Project settings > E-mail requests).

For more information on how the e-mail handler of Jira Service desk works, you can check the documentation below:

Receiving requests by email 

Let us know if you have any questions.

Thanks, Petter, basically I have to dig up an issue email (usually from Trash :)) and reply it. I was wondering if there was a formal way to just address email to an issue.

Like Vicente Millán likes this

Hello @Jack Woehr

Indeed, the only way would be to use that same structure containing the issue key in the subject of the e-mail to address it to the Ticket.

If you have any questions or ideas on how we can do it better, please feel free to provide us with this feedback so we can consider it with our Development team.

It would be nice to have a button "generate email address and subject to mail stuff to this issue" :)

Thanks for the info, @Petter Gonçalves 

Like Vicente Millán likes this

This feature exists in Trello, where you can have an email address for a specific task/issue. And it is handy. I wonder why it's not in Jira, but it would be a significant improvement.

Like Ricardo Rila likes this

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