Users emailing tickets into Jira Service Desk

We're a mid-sized organization with a small IT team.

We're looking for a support tickiting system where non-IT folks can email into an IT@xyz.comemail address, which will automatically create the ticket. Any IT update to the ticket should send the requester a follow-up IT.

Essentially - we're looking to keep the support experience purely in email for the non-IT folks.

Can Jira Service Desk accomplish this?


Dave DeLuca

1 answer

Hi Dave,

Regarding to creating tickets through email directly to service desk, currently this is not yet implemented, but it's going to be implemented in the next roadmap. The request is being tracked here:

If you want to accomplish this in JIRA itself, you can follow this document on how to create issues through email with JIRA:

And this document on how to create notification schemes for custom events (transitions, updates, assignee changes, etc.)



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 ...

2,775 views 11 18
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