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It's possible to consult the customer's mail for the creation of tickets?

Hi community!!


For a Jira Service Managemente CLOUD instance, the following is required:

Ticket creation by email: This is standard in Jira, but the email to which it is sent is required to be from a customer. There is the option to redirect from customer mail, but this sometimes causes some problems.
The question is: from Jira Cloud, it's possible to consult the customer's mail for the creation of tickets? If an adoon should be used it would be valid.


1 answer

1 accepted

4 votes
Answer accepted

Hi @Eduard Diez 

You can use a custom email account which can be used to create issues in JSM. Read the following documentation.

However I can't seem to understand the reason for doing these. Can you provide a bit more info, so as to find the best possible solution to your problem?

  • Why using your customer's email is important?
  • Does your JSM project is used by only one client/customer?
  • Can your customer provide email credentials for connecting his email account to Jira?
  • Are inside his inbox other emails that must not be created as tickets? 

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