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E-mail separated via domain

Hi, 

We have not started using automatic errand through e-mail yet but have a question. We have several customers/projects that sending e-mail to the same supportaddress. We would like to separate incoming questions to the queue that belongs to the project. Is that possible to set up through the customers domain? 

Kind regards 

Linda Halldén 

1 answer

Hello Linda,

Welcome to Atlassian Community!

Per your description, you have a single e-mail address that receives requests from several customers in a single Service desk project, however, you are trying to move the requests sent to other projects based in the e-mail domain of the customer who sent the request. Is that correct?

Unfortunately, I'm afraid this functionality can not be achieved in Jira, however, you have the following options:

1 - You can create different projects, each one with a specific e-mail address, letting your customers know which e-mail address they should send the e-mail to create requests in their related projects.

2 - Add the Domain of Reporter custom field to your Jira issues. Doing that, you will be able to identify the domain of the customer that created the request and create separate queues for each customer, all with the same project. Optionally, you could use the Bulk operation functionality to move all the issues to a different project periodically.

Let us know if the options above would work for you.

We have separate projects with the same e-mail but the solutions might help. 

If we like to use confluense can we show different documents to customers in the separate queues? 

Can we close the view between the queues? So customers with separate domain don´t see each others issues? 

Hello Linda,

Thank you for your details. Just to confirm we are on the same page here, you are using a Jira Service Desk project, not a Jira software project. Is that correct?

If yes, here are the answers to your questions:

1 - If we like to use confluence can we show different documents to customers in the separate queues? 

You can define which documents a customer can see by using the Knowledgebase functionality, which can only be restricted per project, so the first option provided above would be the most efficient to you:

Link a Confluence space to your service desk 

2 - Can we close the view between the queues? So customers with separate domain don´t see each others issues? 

The sharing of issues with other customers can be configured under project settings > Customer permissions:

Screen Shot 2020-02-11 at 11.31.51.png

That being said, to allow customers to share requests only with other customers with the same domain, you must group them by organizations under the "Customers" menu, selecting the first option (As displayed in the screenshot above) under project settings > Customer permissions.

Let us know if you have any questions.

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