Using one custom email address for multiple Service Desk projects

[Irina D_Angelo]

Dear Atlassian Community

we’re using Jira Service Desk with five different projects.

Actually the projects are not reachable by mail. Means that requests via Mail are disabled.

As we are working with Jira service desk since some months, we’d like to set up the reachability of all our Jira Service Desk projects via Mail.

Important for us is

• that we can use our custom email address
• that every Jira Service Desk project ist reachable by our email address (at best by one custom mail address)
• that customers who don’t have an access to our customer portal can create a ticket via email. For this case we just want to communicate one single email address (no matter to which project the issue belongs).

So the problem is that we can only link one custom email address to each project. That means it is not possible to communicate one single email address. Or is there an other workaround to solve this?

Thank you and best regards

Irina
land in sicht

[Sebastian Kurrek · Accepted solution]

How should your Servicedesk know in which Projekt the issue should be created? 

I never tested if you could control this by permissions. 

But there are some add ons which could check the subject or content of an e-mail and create an issue in one of a few projects. (for example E mail this issue) 

[Irina D_Angelo]

I think we will solve it with one new Jira Service Desk project which we'll only use for all email requests (with our custom email address).
Nevertheless thanks for your response!

[Jack Brickey · Accepted solution]

email creation has a 1:1 relationship - email-address:project, so every project where you want to enable email request must have a unique email.

you can certainly create your own custom email address, e.g. proj1@mycompany.com, proj2@mycompany.com, etc.

[Irina D_Angelo]

When we create different mailaddress for each project, unfortunately it is not possible to communicate only one mailadress to all our customers (independently which Jira Service Desk Project they are using). Perhaps we can solve it with one new Jira Service Desk project which we can be used for all email requests.
Nevertheless thanks for your response!

[Esraa Mahmoud]

Feature request for the same please vote & watch for visibility: https://jira.atlassian.com/browse/JSDCLOUD-11071 

[Adeel Shoukat]

This is a workaround that will satisfy your requirement, not a solution.

• Create a common project for custom single email address - all email request create the ticket in Common Project.
• Once a project has been created, an automation should be created on the common project and the ticket clone to another project using either a domain base or a unique email address. Automation screenshot see below.

• This way you'll create the ticket in project on domain base or Individual email address.
• To send a notification to the reporter with the ticket number, create another automation in a other project (where the ticket was created by automation). In this automation, you must set the "Request Type" and automatically add "Comment" to the ticket.

• In this way once reporter reply on notification email then automatically add comment on ticket.

Note:

• You should disable the Notification so no one get notification about common project. 
• If your comment encrypted then you've to first email Security
  • Select the Product in setting > Compliance Setting  > Safe Customer Notification - Disabled

[Phuong Do]

Hi @Adeel Shoukat 

Thank you very much for sharing this workaround. Given the current limitations, i really appreciate you taking the time to explain this approach in detail.

I tested this setup using a common project with automation to clone tickets to the appropriate target project based on the sender domain, and so far it seems to work as expected in our testing.

Before moving forward, we’d really appreciate your opinion based on your experience. Are there any risks or limitations we should be aware of if we proceed with this approach in a production environment? In particular, we’re curious if you’ve seen any issues related to email reply threading, notifications, SLAs, reporting, or long-term maintainability.

Thanks again for the helpful suggestion

[Jack Brickey]

IMO, this isn't an ideal solution or at least it is far from risk free. It will take regular if not constant monitoring to ensure your customer communication and hence CSAT remains high. 

@Phuong Do , what exactly are your requirements? Why not have a single project with multiple organizations for each company? You can pair that with dedicated development projects where needed with linked issues to actually track the work. The key for me is maintaining that personal connection between the Agent and the Customer on the original ticket. Automation can be used for some of this for sure but with care.

Ultimately the right solution for you depends on your exact situation and requirements.

[Phuong Do]

Hi @Jack Brickey 

Thanks for your perspective, really appreciate it.

To clarify our requirements, we need to maintain two separate service projects because we are supporting two different clients with different agents and also expects a clear separation in reporting and daily operations, which is why a single service project seems not feasible for us.

We did consider using Organizations within one project, but this does not fully address our concern. The Organization field mainly helps with grouping customers and access control, and agents would still need to manually identify and handle requests based on that field. With different agent groups supporting different clients, this could seem cause confusion and increase the risk of misrouting or incorrect handling.

And yes, from the workaround, we do acknowledge the very dependency of automation on this