is there a possibility that our customers can creat just in a normal Email (firstname.lastname@example.org)a ticket (formular) where they can just choose fexp email problem, hardware problem, date, internet problem....
and than jira should creat a ticket in the right place in the service desk (folder --> email problem)
This isn't currently possible out of the box, assuming you are on download JIRA, I did a how to for JEMH - https://thepluginpeople.atlassian.net/wiki/display/JEMH/Integrate+JEMH+with+JIRA+Service+Desk
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