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?

Thanks,

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:

https://jira.atlassian.com/browse/JSD-38

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

https://confluence.atlassian.com/display/JIRA/Creating+Issues+and+Comments+from+Email

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

https://confluence.atlassian.com/display/JIRA/Creating+a+Notification+Scheme

Cheers,

Pietro

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