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auto Assign Ticket from email request based on the email subject

Hi, Jira Community
I did set up my jira service desk so whenever some one send an email to a ticket is created in my board, However, I am failing to get to know when this happens.

Is there a way that what ever of the subject is (key word) this ticket will be auto assign to an agent in charge?


1. Subject of the email: "it Support" this ticket is assign to Agent A

2. Subject of the email: "Sales Support" this ticket is assigned to Agent B

Or how can i activate the notifications so when ever a ticket is created I get a notification or it s assigned to me.

Note:  I do not work with issue types, the incoming emails create a plane ticket

1 answer

1 accepted

1 vote
Answer accepted

Hello @Felipe Corredor

Welcome to the Atlassian Community!

You can user Jira automation to assign a ticket based on its summary (Email subject) when it gets created, as long as you are using a classic Service desk project (Not next-gen).

These would be the steps to achieve it:

  1. Navigate to your project > Project Settings > Scroll-down the left menu and click on Project automation (Not Automation)
  2. Click to create a new rule and use the template below to properly configure the rule, adding the assignee you need when the issue match one of the conditions:

    Screen Shot 2020-07-16 at 20.13.54.png

Additionally, you can also configure a notification to be sent to you or any other specific user when an issue is created. These would be the steps:

  1. Navigate to your project > Project Settings > Notifications
  2. Click in Actions > Edit notifications and add any specific users you want to the "Issue created" notification.
    P.S: By default, the assignee is already configured to receive notifications when an issue is created or assigned to him.

For more details about the steps above, please check the following documentation:

Configuring email notifications 

Jira automation 

Let us know if you have any questions.

It Worked! it worked perfectly, thanks a lot @Petter Gonçalves  

I really want to get Jira certified 

You are welcome @Felipe Corredor

Have a nice weekend and good luck with your Studies to get Jira Certified!

Hi @Petter Gonçalves  ,

Hope you are doing great !

How to Create an Automatic Email Request Issue when we receive an Email to our IT Help desk mail id .
Our Project : JIRA Service Desk (Next-gen) 

I tried out few Docs from Attlassian but facing issues .

Hope you help us with a Solution .

Thanks & Regards,


Good Afternoon, 

I hope that you can help me out as well.  It seems that regardless of how I setup my rule, the email notification only occurs if a ticket is open from either service management OR the self service portal and I need both.  Can you please provide some insight as to what I'm missing? 

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