What is the best way to get a direct email in to JIRA service desk?

If some one emails me directly, what is the best way to get that email into JIRA service desk? Should I just forward the email? How could I get it in there so that service desk knows who the customer is? If I forward it, won't it think I'm the customer?

4 answers

We always have to manually create the ticket ourselves, manually inputting the customers information. I am watching this topic to see if there are any better answers. 

0 vote
Paulo Hennig Atlassian Team Nov 30, 2015

Hello Keith,

From my point of view, this is not a good idea since this will raise tickets from all your received emails. Probably you'll receive contents about personal emails and other things which are not suppose to be inside the JIRA Service Desk. However, maybe I didn't get very well your goal, could you kindly describe it to us?

I'd advice you to explain to your customers about the tool and when they have to raise tickets about any incident, they can send an email to you with a copy to your Service Desk mail channel. So, the created ticket will set the reporter the user who send the email out.

Hi Keith,

yes, if you forward a customer's mail to your service desk, it will "think" that you are the reporter and create an issue accordingly.

The only way is to do it like Jeff suggested (create the ticket manually) or to explain to the customer to send a copy to the service desk (as Paulo suggested).

If the customer already has an account, you could forward the mail to your service desk and change the reporter afterwards. Perhaps this saves time in comparison to manual creation of the ticket.
A drawback of this approach is that the customer will not be notified about the issue creation in this case. You have to make a comment to notify the customer about his issue.

Cheers,
Kirstin

Hello,

instead of forwarding, redirect such customer e-mail to the service desk e-mail address and it will look in the service desk as if the e-mail was received directly from the customer. Depending on the incoming e-mail handler settings (e.g. in JETI add-on) the Reporter and Request participants can be extracted from the Mail headers.

The mail redirection can be achieved for example by Mail Redirect plugin for Thunderbird - https://addons.mozilla.org/en-US/thunderbird/addon/mailredirect/ .


Cheers,
Petr

 

Wouldn't he need authorization to send mails in name of someone else? I tried this with Outlook (no plugin) and I couldn't send a mail in name of my workmate.

In Outlook, you can also redirect (resend) using this approach. http://email.about.com/od/outlooktips/qt/et_redirect.htm

Yes, that's exactly what I tried. But it didn't work. I had no permission to send a mail on behalf of my workmate.

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