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  1. Jira Service Management Data Center
  2. JSDSERVER-1816

As an Admin, I would like to be able to configure multiple e-mail accounts for separate request types in a service desk

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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.

      Atlassian Update – 16 February 2022

      Hi everyone,

      Thank you for your interest in this issue.

      We are excited to let you know that Jira Service Management Data Center 4.22 includes better communication with multiple email channels.

      Previously released as a Beta feature, multiple email channels are now fully implemented in Jira Service Management Data Center. You can now configure as many dedicated email channels as you need for better communication with customers. Their emails will turn into requests or comments, personalising and speeding up the process.

      Please see our documentation to learn more about email channels.

      Kind regards,

      Charlie Marriott

      Jira Service Management, Data Center and Server

      Problem Definition

      Currently, JIRA Service Desk supports only a single e-mail account and consequently a single Request Type to be created via e-mail (see Setting up the email channel).

      Suggested Solution

      • It would be great to support multiple e-mail accounts for a single service desk so that each account can be configured for a different request type.
      • Or maybe JIRA Mail Handler can identify email subject and set a different request type for the ticket upon creation.

      Workaround

      There is currently no workaround for using multiple request types for the e-mail channel.

          Form Name

            [JSDSERVER-1816] As an Admin, I would like to be able to configure multiple e-mail accounts for separate request types in a service desk

            Charlie Marriott added a comment -
            Atlassian Update – 2 July 2021

            Hi everyone,

            Thank you for your interest in this issue.

            We are excited to let you know that the JSM Data Center 4.18 release includes a beta version of upcoming multiple email channel support for JSM.

            We have been working on increasing the number of email channels you can configure in Jira Service Management so your customers can send emails to different addresses and get them turned into requests or comments. This will let you use different channels for different request types, or just have more personalised email addresses for your customers.

            Please refer to this document for details on how to enable and setup this feature. We would also love your feedback, which you can share via this survey.

            We look forward to hearing how you go with the beta version of multiple email channel support for JSM!

            Kind regards,

            Charlie Marriott

            Jira Service Management, Server & Data Center

            Charlie Marriott added a comment - Atlassian Update – 2 July 2021 Hi everyone, Thank you for your interest in this issue. We are excited to let you know that the JSM Data Center 4.18 release includes a beta version of upcoming multiple email channel support for JSM. We have been working on increasing the number of email channels you can configure in Jira Service Management so your customers can send emails to different addresses and get them turned into requests or comments. This will let you use different channels for different request types, or just have more personalised email addresses for your customers. Please refer to this document for details on how to enable and setup this feature. We would also love your feedback, which you can share via this survey . We look forward to hearing how you go with the beta version of multiple email channel support for JSM! Kind regards, Charlie Marriott Jira Service Management, Server & Data Center

            PL.IS added a comment -

            We need several accounts to assign mais comming to different address to diffrerent "request type".

            PL.IS added a comment - We need several accounts to assign mais comming to different address to diffrerent "request type".

              cmarriott Charlie Marriott
              dconrad Danilo Conrad
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