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.

Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...

3,316 views 14 20
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
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot