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I want to forward emails sent to me on to service desk but use the original sender as the customer

Hi, I have Service Desk set up on Cloud but I am brand new to Jira so still learning.

I want to be able to forward emails that internal customers have sent to me on to our service desk email so to set up the issue but I want it to use the original senders email as the customer. At the moment it uses my email as the customer so I keep setting tickets up for myself!

1 answer

0 votes

Hi Andy,

Our agents forward the email to the service desk and then they go into the issue and edit the reporter, the request type.  And then they make a comment which then links in the reporter to the request.

Hope that helps

Susan

Thank you Susan, 

That is how I have been doing it so far but having used another product in the past that did pick up on the original sender so I was hoping there was a clever way to make the change on Jira? 

If nothing comes up I will go with your suggestion, at least until all of our internal customers know to email our Jira address directly.

Thanks again

That's the only way I know of currently.  Maybe someone else will have a better idea.  We do reward the users that directly raise the issue with a higher priority.

:-)

Like Andy Young likes this

Variants on this feature seems to have been suggested a few times in the past, including an "official" feature request (for Jira Cloud) that was closed as "Won't do" back in 2015 (@Angélica Luz: https://jira.atlassian.com/browse/JRACLOUD-43468

It is also closely related to this current feature request: https://jira.atlassian.com/browse/JSDCLOUD-7859

Improved handling of forwarded emails seems to be a really sensible feature; for Jira Service Desk in particular - perhaps a new feature request could be raised? I'm not sure how to go about that...

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