How to set reply to email address for support desk email received

Hi there,

Am I right in thinking that in order to directly respond to a ticket raised to the Service desk I need to have the option to Create new user turned on?  This in turn means I'd need a service desk licence per user who would report an email?

Here's what I'm trying to achieve.

Email gets sent to
Ticket gets created on the system, auto email sent to user to say it's been received etc

When I go into the issue itself to be able to click reply and the email will go to the user not the reporter.



1 answer

Think I solved this one in the end via

Looks like I need to setup users on the service desk that relate to the email address they are going to be using for the helpdesk.

That way when an email comes in it'll have the details there ready to go.

What confused me is when looking at the documentation on setting up incoming mail it points you more towards creating a user for JIRA service desk rather than a free helpdesk user.

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