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  1. Jira Service Management Cloud
  2. JSDCLOUD-1041

Forwarding emails from a private inbox to service desk

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      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      Occasionally, your customers might email your support agents directly or you might have a mailbox full of emails that need to be converted to support tickets. This can be done by just forwarding them to your support email address. However as an agent you have edit all the requests to change the reporter.

      Ideal solution:
      Service Desk email should detect that I'm an agent from my email address and create those requests in the name of the customer who sent the email to the agent.

          Form Name

            [JSDCLOUD-1041] Forwarding emails from a private inbox to service desk

            Jose Uribe added a comment -

            Our company also needs it!

            Jose Uribe added a comment - Our company also needs it!

            Daisy Tring added a comment -

            This is standard service desk behaviour (freshdesk, zendesk, etc.) - my team would use this multiple times daily and it would help us to streamline our work as well as making sure the right tasks are getting the right people's attention, without ending up with an extensive email trail and exposing people's direct contact emails unnecessarily. 

            Daisy Tring added a comment - This is standard service desk behaviour (freshdesk, zendesk, etc.) - my team would use this multiple times daily and it would help us to streamline our work as well as making sure the right tasks are getting the right people's attention, without ending up with an extensive email trail and exposing people's direct contact emails unnecessarily. 

            Russell Tammany added a comment -

            This is something that we definitely need to implement service desk, both zendesk and freshdesk do this properly.

            Russell Tammany added a comment - This is something that we definitely need to implement service desk, both zendesk and freshdesk do this properly.

            Chad Parker added a comment -

            I too would love to see this added as a feature. This happens a lot, especially in the small business setting. Other providers do this by reading the email content to spot email addresses of known requestors when an email is forwarded by a known agent. That would be a step in the right direction. So far as I know, this isn't something that can be configured in the existing handler.

            Chad Parker added a comment - I too would love to see this added as a feature. This happens a lot, especially in the small business setting. Other providers do this by reading the email content to spot email addresses of known requestors when an email is forwarded by a known agent. That would be a step in the right direction. So far as I know, this isn't something that can be configured in the existing handler.

            Salomie added a comment -

            Is there any way to know how high on the list this issue is currently, to give us an idea of when this will be considered as an option?

            Salomie added a comment - Is there any way to know how high on the list this issue is currently, to give us an idea of when this will be considered as an option?

              Unassigned Unassigned
              jhuynh Joseph Huynh (Inactive)
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                Created:
                Updated: