Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

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 suport@email.com 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?

Sample

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

0 votes
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,

Nisharunnisa

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
FREE
PERMISSIONS LEVEL
Site Admin
TAGS
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

189 views 1 6
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