Do users who email issues need to be users in JIRA?

Can anyone send an email to our helpdesk?

Do they need to be setup as users within JIRA?



2 answers

1 accepted

0 vote

Anyone can send it. You can also configure whether new users, when they send mail, should be created as a user or not. But if you do that they will be counted against licence.

If they are not created as users, their details won't be captured and you will not be able to notify them back. That is very essential for a helpdesk I guess!

Thanks, Make sure I understand, if they are not setup as users the system will not automatically email them back with the issue information. Users will count against the license, so if we have a 10 user license only those 10 users will receive an automtic email reply. Others will be able to email and create issues, we will have to manually email them back.

You can allow non-user emails to be captured if you set the adminsitrative user to be a proxy for them. You will lose the header information though. If you send the email from a web page form you could add fields for contact information to the body of the email but someone sending email from their client will risk losing that information if they don't have a detailed signature.

Have a look through the marketplace plugins as well. There may be something that will add to the email listener functionality.

Just a note that the plugins are unavailable for OnDemand instances.

Suggest an answer

Log in or Sign up to answer
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Julia Dillon
Posted Apr 17, 2018 in Jira

Tell us how your team runs on Jira!

Hey Atlassian Community! Today we are launching a bunch of customer stories about the amazing work teams, like Dropbox and Twilio, are doing with Jira. You can check out the stories here. The thi...

795 views 2 19
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you