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  1. Jira Service Management Data Center
  2. JSDSERVER-1462

Raise request on behalf of customer through 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.

      Current Behaviour
      Currently raising requests in behalf of the customers can only be set when agent create the request.

      Feature Request
      Ability to raise request on behalf of the customer through email. Agent set the customer's email address in the reply-to-field and mail handler should process it as customer as the reporter.

          Form Name

            [JSDSERVER-1462] Raise request on behalf of customer through email

            Charlie Marriott added a comment -
            Atlassian Update – 19 Feb 2021

            Hi,

            Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request.

            This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers).

            We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here, and how we prioritise what to implement here.

            To learn more about our recent investments in Jira Service Management and Data Center, please check our public roadmap and our two dashboards containing recently resolved issues, and current work and future plans.

            Regards,

            Jira Service Management, Server & Data Center

            Charlie Marriott added a comment - Atlassian Update – 19 Feb 2021 Hi, Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request. This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers). We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here , and how we prioritise what to implement here . To learn more about our recent investments in Jira Service Management and Data Center, please check our public roadmap and our two dashboards containing recently resolved issues , and current work and future plans . Regards, Jira Service Management, Server & Data Center

            Michael Pontz added a comment -

            I would appreciate such a solution!
            Please go ahead

            Michael Pontz added a comment - I would appreciate such a solution! Please go ahead

            Matthew McMahon (Inactive) added a comment -

            In regards to security, if we only allow agents to do this (validated by their from address) then it might be possible. If any non-agents attempt this, then the messages will be rejected and logged in the email processing log for admins to view.

            Matthew McMahon (Inactive) added a comment - In regards to security, if we only allow agents to do this (validated by their from address) then it might be possible. If any non-agents attempt this, then the messages will be rejected and logged in the email processing log for admins to view.

            Matthew McMahon (Inactive) added a comment -

            Would there be any security issues around this flow?

            ie. If it is a Closed Access Service Desk, if I know the email address, should I be allowed to send emails with someone elses email in the reply-to field, and then discover if they are a customer or not, based on if a ticket gets created.

            Matthew McMahon (Inactive) added a comment - Would there be any security issues around this flow? ie. If it is a Closed Access Service Desk, if I know the email address, should I be allowed to send emails with someone elses email in the reply-to field, and then discover if they are a customer or not, based on if a ticket gets created.

              Unassigned Unassigned
              jalor Janice Alor (Inactive)
              Votes:
              7 Vote for this issue
              Watchers:
              7 Start watching this issue

                Created:
                Updated:
                Resolved: