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?
This can be done:
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.
This worked well for the first instance.
User1 even received an email to invite them to the portal, which I found very helpful.
However, for the 2nd test no automatic email was sent to the user and I can't figure out why.
Also all users who were cc'ed are added to the "Customer" list in the project and there is no way to delete them. However they were not added to the "people" list as "customers".
Is there a way to always generate the customer invitation email for all users who are cc'ed to email requests that are created this way?
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