Show the delivered to email address

[Carles Mata]

Hi community!

TL;DR: Is there a way to see the "delivered-to" email address in a Jira ticket?

Context

We have the same support email for several clients, and we are receiving tickets via email on a JSM project. While this works fine, sometimes we find it a bit difficult to see from which client are we receiving requests, because users often use gmail or yahoo accounts when making the request. Then, we need to ask them where are they coming from, which is a bit odd.

As our email is a Google Workspace account, we wanted to use their aliases. So we can use support+client1@company.com,  support+client2@company.com, etc. On Gmail, we are able to see the "delivered to" email, and we can quickly see the client. On the Jira email import log, we also see this value. But we don't see that address on JSM tickets. Is there any way to, at least, show it? Bonus if we can make an automation like adding an organization to the ticket when the alias is X.

Thanks in advance!

[Anusha A]

Hi Carles, 

To ensure we can assist you effectively with this case, I have created a support ticket on your behalf. You should have received an email notification confirming the details.

Regards,

Anusha A

[Carles Mata]

Thanks Anusha!

[niki]

Hey guys, 

I'd also like to know how this can be done!

Can someone post the answer here?

best wishes,
Niki

[Anusha A]

Hi Niki,

Although I wish I had something to provide you with, at the moment, it is not possible to access the email headers via automation as there are no smart values that could check the information you need or any other means to obtain this, too. We do have a couple of feature suggestions for the implementation of this feature:

• Ability to access other headers from an email using Smart Values
• Include Email headers In Tickets created via incoming mail handler in jira
• As an Admin I'd like to Connect an Email Alias to a Service Desk Project

If that feature interests you, please click on Vote for this issue to increase its visibility and popularity. I also recommend you watch this ticket by clicking the Start watching this issue option to receive further notifications from our product managers upon updates. 

Regards,
Anusha A

[niki]

thanks Anusha A