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!
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.
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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