Customizing service desk email

[Benjamin Scribner]

I am new to Jira Service Desk and I was wondering if it is possible to configure the system to use one of my business' email addresses for clients to submit tickets?  For example, a client sends an email to helpdesk@mycompanysemailaddress.com, which is then picked up by Jira and entered as a ticket.  Any guidance would be appreciated.

Thank you,

Ben

[Jack Brickey · Accepted solution]

Yes. Just go to project settings > email requests and add a custom email address and use your current helpdesk email.

[Jay Lewis]

Jack, 

I have a related question.  When a ticket is created from email, which has people who are cced, how do can Jira Service Desk automatically link them or put them in comments in the original ticket?  

Today, every person who replies to the email will create a new ticket

[Jack Brickey]

If the cc list are Customers in the project and in the same organization as the reporter they would or should be added as request participants at the onset. When they reply to the email response from JSD then it will be a comment. If they respond to the rwporter’s Email a new ticket is created. 

[Jay Lewis]

Jack,

Thank you.  Yeah, i was hoping there was away around the issue if they respond to the reporter's email.  

[Jan Skopovy jr_]

Hi, i have same question, how can i set custom email if its non gmail. working for recieving but not as from address. Its Exchange online. 

what can i do to have in/out email support@company.com?

[Benjamin Scribner]

Thank you Jack.  Just what I was looking for.

[Sebastian Krzewiński]

Hi @Benjamin Scribner 

Please try Automation for JIRA Cloud add-on. There you can specify from email address.

Regards,

Seba

[Jack Brickey]

Seba, unless i'm misreading his question I think Ben is want to simply use a custom email for incoming issue creation not for the notifications back to the customer.

[Sebastian Krzewiński]

you might be right. My bad. Thakns :)

[Adam Massey]

Question on support@mydomain.com custom email. I found the setting but it asks for an email addy and account PW. I was hoping I could use a Gmail Group function (Shared inbox) for this, or perhaps an alias but the PW filed leads me to believe it needs to be its own account? Anyone know the best practice for this when using a G-Suite account?