Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Celebration

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root

Avatar

1 badge earned

Collect

Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!

Challenges
Coins

Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.

Recognition
Ribbon

Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!

Leaderboard

Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
4,466,535
Community Members
 
Community Events
176
Community Groups

Service desk email notifications

Hi there.

We have two ways in which customers can email requests. They can either send it via their personal email addresses or via a website. When we comment back to the customer we would like to use the website domain and not our Jira email account (for credibility purposes). Is it possible and if it is, how do we go about making it happen?

1 answer

1 accepted

0 votes
Answer accepted

Hello Busisiwe,

Welcome to Atlassian Community!

It's possible to change the project email, which is the one notifications are sent to customers when using a Classic Service Desk Project and for that, it's necessary to verify a domain.

You can follow the steps of the documentation below:

  1. Set up an Atlassian organization
  2. Verify a domain for your organization
  3. Configuring Jira Cloud to send emails on behalf of your domain

If you are using a next-gen project, this option is currently not available. We have a feature request suggesting the implementation of this ability:

If you have any other question regarding this matter, please let us know.

Regards,
Angélica

Thank you for your help. I will shout if I need help.

Like Angélica Luz likes this

Hi 

We managed to verify our domain. I have a question regarding incoming emails. As mentioned above, customers can either send us emails using the website or their emails. We would also like to send out a notification email with an SLA once we receive an email request. 

1. Is it possible for us to receive multiple incoming emails from customers? 

2. Will it create tickets?

Currently, there is no variable to add SLAs on the notification. The workaround for that would be an automation to send an email to the customer.

For example, there are three priorities on the project, the priority High is 1 hour SLA, Medium is 3 hours and Low is 6 hours.

Screenshot 2019-11-14_16-18-41-291.png

You can also customize the automation if the SLA is based on Organizations.

Related to the other questions, yes for both. Every email will create a ticket if the customer has permission to create issues. When a portal is open for customers to create their own accounts, all emails will generate a ticket.

Suggest an answer

Log in or Sign up to answer
TAGS

Atlassian Community Events