Jira Service Desk

Does Jira Service Desk support ticket creation through emails.

i.e, Customer emails an incident to a support id and a service tickets gets created.

2 answers

I believe it does, if you have the email handler setup in the regular JIRA project, since all issues created in that project show up in the service desk.

0 vote
Brad Baker Atlassian Team Jan 20, 2014

The standard JIRA email handlers work as they always have. Issues can be created via email channels.

However we dont yet have a "integrated Service Desk" solution quit yet.

What is missing is that ability to "auto associate" an incoming email with a particular Service Desk "request type" and hence the email will result in an issue that is then available to the "sender" via either further emails or via the customer portal.

We plan to start work on better email integration in the near term. I cant give any timelines, because as you know, its difficult to gaurantee exact dates.

Brad Baker
JIRA Service Desk Architect

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