Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

Jira Service Desk - Automatic Ticket Generation from email with customized fields

We are new to Jira Service Desk and we need to configure Jira Service Desk to automatically generate service desk ticket from email received from a specific customer and the email will have information to be populated in customized fields in the Jira Service Desk. Please advise how this can be achieved?


Hello @Paul.Coker the native Jira functionalities don't allow you to fill custom fields based on the email text. I've used in the past the following app to do that

Thank you Hernan, I will check out the email this issue app,

If you can rely on the email format the customer is sending, u should be able to use Automation for Jira for this.

When a customer sends an email to the service deskTdesk it is transformed into a ticket. The email body becomes the description field.

You can disect the description with an automation rule if you trigger on issue created. Then use smart values to fill your fields.

But the culprit is in the email the customer sends. 

Many thanks Rudy. I will try out this process.


Log in or Sign up to comment
Community showcase
Published in Jira Service Management

Improving the Create Issue Experience in Jira Service Management Cloud

Hello everyone!  We are very excited to announce some much needed changes to the issue create experience in JSM (the blue "create" button) at the top of the screen.  We have just starte...

308 views 15 11
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you