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

Eduard Diez
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
October 14, 2021

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.

Thank's

1 answer

1 accepted

4 votes
Answer accepted
Alex Koxaras _Relational_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
October 14, 2021

Hi @Eduard Diez 

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

https://support.atlassian.com/jira-service-management-cloud/docs/add-an-email-account/

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? 
Eduard Diez
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
October 15, 2021

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PERMISSIONS LEVEL
Site Admin
TAGS
AUG Leaders

Atlassian Community Events