Modify reporter after I transfer a request received in my personnal mailbox.

if a client sends me directly their request for support instead of sending their email to the general support email support@korem.com, we cannot assign them as a reporter unless they have previously already sent a previous message to support@korem.com. In these cases, I need to right back to the client and ask them to forward their request to support@korem.com so I can manager our exchanges through JIRA.

Can you help?

1 answer

0 votes
Steven Behnke Community Champion Feb 03, 2016

When a user sends a message through the Email Channel, and that user's email address is not recognized, the user is created and they are sent an invitation. 

If these users are bypassing the Email Channel and you want them to have an account, your alternative option is to create the account yourself – https://confluence.atlassian.com/servicedeskcloud/setting-up-service-desk-users-732528877.html#Settingupservicedeskusers-Managingservicedeskcustomers

To manually invite customers:

  1. In your service desk project, select Customers and then select Invite customers
  2. Enter your customer's email address or invite multiple customers. Your customers will receive their new account details by email and will be added to the Service Desk Customer project role. 

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Nov 27, 2018 in Portfolio for Jira

Introducing a new planning experience in Portfolio for Jira (Server/DC)

In the past, Portfolio for Jira required a high degree of detail–foresight that was unrealistic for many businesses to   have–in   order to produce a reliable long-term roadmap. We're tur...

2,531 views 15 21
Read article

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