forward email from client to jira service desk

This question is in reference to Atlassian Documentation: Managing the email channel

Is there a way, like in Freshdesk or Zendesk, to forward an email from a client and have it go into JIRA Service desk with the client name as the ticket requestor? So any replies from an agent go to the client and not to the person in our company that forwarded it?  

1 answer

This can be done:

  1. Client1 sends an email to User1
  2. User1 forward the email to service desk email channel and put Client1 as cc
  3. A ticket will be created in service desk and service desk will send out notification email to both Client1 and User1
  4. User1 can turn notification off via email or customer portal

However, the tickets will be created with User1 as reporter, Agent can manually change the reporter to Client1 though.

Also note that, you need to open your servicedesk project for public signup or manually add them to get it work if Client1 or User1 is not in your customers list yet.

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