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  1. Jira Service Management Data Center
  2. JSDSERVER-1169

Single email for multiple Service Desk and create request based on customer email

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

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

      The following is a very good feature to have

      We have 3 SD projects and unique customers in the projects

      • Project A - MS X, Ms Z, Mr Q
      • Project B - Ms A, Mr B, Mr C
      • Project C - Mr W, Mr V, Ms O

      All SD will connect to the same email account e.g. servicedesk@company.com

      • When Mr C sends an email to servicedesk@company.com, the request will be created in Project B
      • When Ms O sends an email, the request will be created in Project C

      Reason is so all customers will only have to remember a single email address

            [JSDSERVER-1169] Single email for multiple Service Desk and create request based on customer email

            In 2024, this issue remains a major concern. With the mandatory migration to the cloud, I hope to see progress on this soon.

            jeremy.guay added a comment - In 2024, this issue remains a major concern. With the mandatory migration to the cloud, I hope to see progress on this soon.

             Is there a workaround for this issue? How do other organizations have multiple service desks? Do they create a unique email account for every service desk project?

            Atticus Bikos added a comment -  Is there a workaround for this issue? How do other organizations have multiple service desks? Do they create a unique email account for every service desk project?

            CAG-ISC added a comment -

            Hi Matt,

            Can you explain further what do you mean by "will not work for comments"?

             

            Thanks

            CAG-ISC added a comment - Hi Matt, Can you explain further what do you mean by "will not work for comments"?   Thanks

            Please note the above will not work for comments.

            Mathew Orchard added a comment - Please note the above will not work for comments.

            Seeing as Atlassian can’t provide an answer to this, I have created a workaround solution using the plugin “Jira Automation”

             

            Steps:

            1. Setup a dummy project called “E-Mail Support” for example, in the Service Desk.
            2. Disable all acknowledgement e-mails for this project.
            3. Link this project with the single e-mail account you would like to use, to raise cases in other Customer Projects.
            4. The Service Desk raises cases into the dummy project, based on users existing anywhere in Jira.
            5. Using the plugin, Jira Automation, I have configured a rule that will:
              1. Check the group that the reporter belongs to.
              2. Clone the issue to that Customer Project based on the Group the reporter belongs.
              3. Close the dummy case that was created via e-mail.
              4. Trigger an automatic acknowledge to the reporter with the new customer issue number.
            6. Functionality achieved, all be it - this rule needs to be set per project.

             

            This could be a short term solution for the many other customers wanting this functionality.

             

            Matt orchard added a comment - Seeing as Atlassian can’t provide an answer to this, I have created a workaround solution using the plugin “Jira Automation”   Steps: Setup a dummy project called “E-Mail Support” for example, in the Service Desk. Disable all acknowledgement e-mails for this project. Link this project with the single e-mail account you would like to use, to raise cases in other Customer Projects. The Service Desk raises cases into the dummy project, based on users existing anywhere in Jira. Using the plugin, Jira Automation, I have configured a rule that will: Check the group that the reporter belongs to. Clone the issue to that Customer Project based on the Group the reporter belongs. Close the dummy case that was created via e-mail. Trigger an automatic acknowledge to the reporter with the new customer issue number. Functionality achieved, all be it - this rule needs to be set per project.   This could be a short term solution for the many other customers wanting this functionality.  

            This is causing huge issues for us!

            Mathew Orchard added a comment - This is causing huge issues for us!

            This is such an important issue for those of us looking to use JIRA Service desk as a real service desk to support multiple clients. Right now, if we create projects fro each client, we need a separate email address to service the requests rather than one email like (support@company.com).

            Chris Kossifos added a comment - This is such an important issue for those of us looking to use JIRA Service desk as a real service desk to support multiple clients. Right now, if we create projects fro each client, we need a separate email address to service the requests rather than one email like (support@company.com).

            We really need this! Any news on this?

            Filip Lubenjak added a comment - We really need this! Any news on this?

              Unassigned Unassigned
              ywoo Yit Wei
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                Created:
                Updated: