Hey dgm, I've created JSD-837 to add the ability for regex configuration in the new mail handler. You can add yourself as a watcher on that to be notified of any updates.

As jhuynh mentioned, this only resolves issues created from email, so I created https://jira.atlassian.com/browse/JSD-830 to track progress for Issues Created through JIRA directly.

Using traditional Mail Handlers, you can use regex to strip off the content you don't want so the comment that's added is cleaner. Is there a way to do that with the new Service Desk mail handler?

Is there a way for customers to add comments via email on their service desk portal tickets? Without giving them the permission to create new issues via email?

Our customer tickets have certain fields we want to keep required, which prevents us from using the email channel; however we want to give customers the ability to add comments to JIRA service desk notification emails via email. Is this possible?

Please note that this only applies to service desk mail handler. Case 1 or standard create issue for this ticket has not been addressed.

Hi guys, thank you for your patient. This feature is now available with Service Desk 2.0 release. Please follow this link on how you can setup email channel https://confluence.atlassian.com/display/SERVICEDESK/Setting+up+the+email+channel
Looking forward to hear your feedback.

Any updates on this ticket? We want to use the portal but this limitation is problematic to the help desk staff.

Any updates to this?

I have set up post functions to handle Customer Request Type, but issues created via email are not showing in My Requests, although they are visible from the service desk side when I enter the URL (i.e. https://x.atlassian.net/servicedesk/customer/portal/*portal number*/ISSUEKEY).

There's a better workaround in https://jira.atlassian.com/browse/JSD-126 I think

As a temporary workaround, we've granted users the Create Issue, Add Comment, and Add Attachment permission to the project. This is a stop-gap measure to allow users to submit emails through email, but has the undesirable side-effect that they can now create issues using the "create issue" button and modify fields that otherwise they could not through the Customer Portal.

Here's to hoping a solution is coming soon for this one...